Manager, Client Success

Why Ryan?

• Hybrid Work Options

• Award-Winning Culture

• Generous Personal Time Off (PTO) Benefits

• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)

• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement

• Benefits Eligibility Effective Day One

• 401K with Employer Match

• Tuition Reimbursement After One Year of Service

• Fertility Assistance Program

• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service

The Manager, Client Success (“Manager”) professional is responsible for communicating the Firm’s vision and capabilities to the marketplace, and engaging clients in a consultative manner to provide customized solutions for the acquired and existing Ryan clients. Responsibilities include expanding and cross-selling within client relationships.

Duties and responsibilities, as they align to Ryan’s Key Results:

People:

• Foster a positive team environment by actively collaborating with and supporting team members.
• Collaborates with the Account Team to develop responses to requests for proposals.
• Build and maintain key relationships with significant contacts in close collaboration with the account Client Principals and Account Team

Client:

• Promotes value through client experience.
• Oversees the client onboarding process to maintain and build relationships with newly acquired clients.
• Ability to anticipate client issues and needs.
• Focus on minimizing client churn.
• Upsell and cross-sell products and services across Ryan suite of services and products.
• Reviews and resolves client concerns and seeks to improve the client experience via the Account Team.
• Understand and promotes value of all Ryan products.
• Maintains activities in Salesforce.
• Sustains business growth and profitability by maximizing overall value.
• Understands business issues, and quickly understand commercial drivers at Ryan and recognize areas for operational improvements.
• Understands all Firm policies and service-line offerings with sufficient depth to be able to discuss service-line offerings with prospects.
• Creates and manages client success dashboards.
• Analyzes client performance and industry/geography metrics to identify patterns and areas for improvement to increate cross-selling and client satisfaction.
• Assists with other projects and duties as needed.

Education/Experience:

• Bachelor’s degree with 5+ years of experience (a mix will be considered if combined totals in one area significantly exceed another that may be slightly under 5 years).
• Proven work experience as a Client Success Manager or similar role.
• Exceptional ability to communicate and foster positive business relationships internally and externally.
• Experience leading clients through the acquisition process is a significant plus.
• Strong administrative and communication skills (verbal and written), professional demeanor, ability to multi-task with a sense of urgency under pressure and prioritize work.

Computer Skills:

To perform this job successfully, an individual should be proficient in using the following applications or systems:

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.)
• Experience with data and reporting tools within Salesforce, PowerBi or other data visualization tools.
• CRM (Customer Relationship Management) experience in entering, reviewing and reporting activity such as Salesforce.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at computer.
• Position requires regular interaction with employees at all levels of the Firm in person and via e-mail and telephone.
• Position requires regular interaction with clients and interface with external vendors in person and via e-mail and telephone.
• Independent travel requirement: Up to 10-20%.

Equal Opportunity Employer: disability/veteran

Compensation:

• For certain California-based roles, the base salary hiring range for this position is $120,000 - $160,000
• For other California-based locations, the base salary hiring range for this position is $110,000 - $150,000
• For Colorado-based roles, the base salary hiring range for this position is $106,000 - $140,000
• For New York-based roles, the base salary hiring range for this position is $120,000 - $160,000
• For Washington-based roles, the base salary hiring range for this position is $110,000 - $150,000
• The Company makes offers based on many factors, including qualifications and experience.