They lead the post-implementation efforts in ensuring that client goals continue to be met . The Customer Success Manager is responsible for taking a critical view of practices and becoming a strong voice for customer experience and feedback to internal teams. The Customer Success Manager also acts as a front-line technical support for client administrators, and as a hub between clients, product, activation, and advising. They are the platform expert and are responsible for backend systems configuration, data accuracy, product demos, and product training needs.
Essential Duties & Responsibilities:
Partner with Account Managers to ensure alignment at all levels of the relationship throughout the partnership including identify gaps in offering to encourage strong platform usage and adoption.
Develop a broad understanding of client’s needs in order to meet expectations and encourage best practices to ensure success of the partnership.
Provide data for business reviews, work closely with Account Managers.
Provide quantitative and qualitative feedback to Product and Support teams. Suggest ways they can improve on the Client Experience and outcomes.
Own the process for collecting data from partners for use across all teams, accurate entry into our systems and product for product and advisors, and testing both at launch and with updates as needed.
Identify key metrics, build reports, and provide dashboards that are useful to our partners.
Keep clients informed of feature updates, future roadmap, process and procedural changes.
Manage process to confirm enrollments with partners then work internally to facilitate and audit the billing process in coordination with operations and finance departments.
Lead efforts to ensure product and internal systems are sync’d, with focus on building out sales force capabilities, reporting and delivery of key business metrics, and product partner page creation and upkeep.
Maintain a working understanding of all client integrations. Partner with internal/external technical teams to ensure integrations are working and driving strong outcomes.
Job Skills:
Ability to understand business objectives and effectively translate those to process/product requirements.
Ability to problem solve and proactively provide solutions.
Fluency in Interacting with, and confidence in communicating with, a variety of stakeholders within different levels of leadership.
Build presentations, training, and documentation that can be used to educate and instruct clients on the best practices for success.
Collect, analyze and prepare customer feedback for action and improvement.
Lead training and demos.
Technical aptitude with willingness to learn new skills and branch into new areas of need as the product grows.
Work Experience:
1-3 years of demonstrated success as a Customer Success Manager, Account Manager, Client Services or sales representative. Preferred: Direct Experience in support of a SaaS platform.
Experience with Salesforce, Excel, and other data analysis tools strongly preferred.
Experience working with technical teams on product development, understanding the process for developing new products or enhancing existing products in an agile environment.
Education:
Bachelor’s degree required.
Other:
Must be able to travel up to 10% of time.
Must be able to lift 25 lbs.
Typical office setting.
Mobility within the office, including movement from floor to floor.
Travel via plane, car, and metro may be required to perform this job.
Must be able to work more than 40 hours per week when business needs warrant.
Access information using a computer.
Effectively communicate, both up and down the management chain.
Effectively cope with stressful situations.
Strong mental acuity.
Regular, dependable attendance and punctuality are essential functions of this job.
Other essential functions and marginal job functions are subject to modification.
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SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.