Client Success Manager

The Client Success Manager is the primary point of contact in overseeing a successful client adoption of XR products/systems and services from inception to completion..

This role is the first and main point of contact for clients; responsibilities begin with account onboarding and training, gathering necessary information for system and

ensuring business rules are being followed by other XR support teams (including Labor, Payroll and Support), developing and streamlining workflows to ensure optimal performance and maintain client satisfaction with optimal NPS score, and limit/eliminate client issues and pain points. 

Job Responsibilities:

• Ensure full client adoption of XR solutions and leveraging of technology to increase efficiency for XR and client and successfully hand off to payroll processing and product support teams
• Proactively maintain a high level knowledge of all supported services/projects for clients
• Manage the onboarding process across all internal and client-facing systems including accounting, digital start and timecards and payroll
• First and main point of contact for new clients, while managing collaboration with Labor Relations and Payroll to ensure a successful onboarding process and accurate payroll processing in the first few weeks 
• Develop and maintain relationships with strategic clients to eliminate setup issues and delays
• Maintain/track and report to leadership team on progress and feedback of all new client setups and activity
• Cultivate close client relationships with World Class Customer Service techniques including scheduled check-ins via phone, email and on-site trips
• Drive client retention and growth by understanding client business needs and helping them to high levels of success using XR services
• Communicate project/development requests and escalate any issues that may arise
• Participate in the creation of interdepartmental support models, workflows and SOP’s
• Represent the voice of the client to provide input into core products, marketing and sales processes
• Gauge client engagement and provide feedback to appropriate teams regarding product and service improvements that may enhance the client experience
• Collaborate closely with sales to support pilot clients, contracts and cross-selling opportunities
• Participate in special projects or other duties as assigned by manager

*ADA Essential Functions

• High School Diploma required plus at least 1-2 years of experience
• Demonstrated knowledge of the full XR suite of offerings
• Demonstrated ability to provide World Class Customer Service, helping them with things before they know they need it
• Ability to communicate across all departments and levels, providing difficult to deliver feedback where needed in a delicate way

FLSA Status: Exempt