Manager, Client Success

Harris Local Government - Remote

Our Manager, Client Success should have a foundation of knowledge to facilitate a Client Success function driven by metrics that aim to retain customers and build long-lasting customer relationships. Successful candidates must be sociable, analytical, and possess an aptitude for learning and using new software. Using these skills the ideal candidate will proactively engage with customers, maximize value, and create strategies to assist in the long- term retention and back to base growth of our Harris Local Government- County.

Job Responsibilities

The day- to- day role of the Manager of Client Success will include a broad range of tasks to include implementing success programs, contributing to sales meetings, onboarding new customers, managing customer escalations, and facilitating customer renewals. The manager of this new area of our business will have one direct report (for now) and will be responsible for the management of this team member.

Tasks

• Eliminating roadblocks in the way of customers' goals: product issues, poor implementation, support issues, or customer knowledge gaps.
• Improving product adoption, customer retention, and helping foster positive customer relationships that create a loyal customer base.
• Creating product presentations through Canva or Microsoft PowerPoint
• End to End experience management from onboarding through renewal
• Understanding customer context and goals and providing product information to best serve those goal through Mutual Success Planning
• Educating customers and optimizing their product setup for the quickest path to success.

• Solution selling through the identification of upsell/cross sell opportunities that will solve customer challenges
• Assisting customer support with customer issues and requests.
• Providing materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently.
• Creation and ongoing maintenance of Customer Knowledge Base
• Net Promoter Score collection and feedback management
• Ongoing customer communication post implementation to ensure customer satisfaction and retention (Become a Customer Advisor)
• Key stakeholder in customer renewal process

Experience/Skills:

• Proven Customer Success or Onboarding Experience - 2+ Years
• Ability to communicate, present, and influence customer stakeholders.
• Detail oriented and task driven.

• Able to work independently.
• Strong Analytical and problem-solving skills
• History in a role where documentation through a CRM was a requirement.
• Exceptional communication both written and verbal
• Proficient knowledge of customer relationship management software
• Level of comfort appearing on camera and facilitating customer facing calls and meetings.
• Prior history in local government and tax as a vendor a plus but not requirement
• Willing to Travel (15%)