CLIENT SUCCESS MANAGER - BUSINESS INTELLIGENCE (REMOTE)

Compass Group•REMOTE, NC

1d•$125,000 - $140,000•Remote

About The Position

At E15, we are the spark that ignites. Our team delivers next-generation insights based on data, not hunches, to drive business in healthcare, campus, corporate, sports, entertainment, hospitality, and retail industries to help companies make forward-looking decisions to benefit their business and their guests. The Client Success Manager plays a key role in making that happen by leading onboarding, training, communications, and ongoing support for E15's Business Intelligence products. Leading a small Client Success team, you'll help Compass stakeholders and clients successfully adopt our reporting solutions while partnering across the organization to deliver a consistent, high-quality user experience. Whether you're leading a client training session, developing a communication plan for a new feature, or helping improve our support processes, your focus is always the same: helping users get the most from our products.

Requirements

5+ years of experience in client success, customer enablement, implementation, consulting, project management, or a related customer-facing role.
Experience leading or mentoring a team in a fast-paced, collaborative environment.
Strong presentation and facilitation skills with the ability to communicate effectively to both technical and non-technical audiences.
Excellent written and verbal communication skills with a passion for creating clear, engaging communications and training materials.
Demonstrated ability to manage multiple projects and priorities simultaneously while maintaining exceptional attention to detail.
Experience developing onboarding programs, training content, documentation, or knowledge base resources.
Proven ability to build trusted relationships and influence stakeholders across multiple levels of an organization.

Nice To Haves

Experience supporting software, SaaS, or business intelligence products is preferred.
Familiarity with analytics and reporting platforms (e.g., Tableau, Power BI), customer support platforms (e.g., Freshdesk), and knowledge management tools is a plus.
Experience creating training materials or multimedia learning content for software or technology products is a plus.

Responsibilities

Lead and develop the Client Success team, fostering a culture of collaboration, accountability, and continuous improvement.
Lead the successful onboarding, adoption, and ongoing support of E15's Business Intelligence products, ensuring a consistent, high-quality experience for Compass stakeholders and clients.
Manage multiple client implementations and operational workstreams simultaneously, balancing priorities across the team.
Partner with cross-functional teams to ensure new products and features are successfully transitioned from development to implementation and ongoing support.
Create engaging enablement content to support successful product adoption, including presentations, user guides, knowledge base articles, product demonstrations, instructional videos, and stakeholder communications.
Lead stakeholder communications, including product launches, feature enhancements, operational updates, and issue resolution communications.
Present reporting solutions and product capabilities to Compass stakeholders and client users, translating complex technical concepts into clear business value.
Oversee support operations, continuously improving processes, documentation, and the overall client experience.
Partner with sales and account teams to support client presentations, RFP responses, and demonstrations that accurately represent E15's Business Intelligence solutions.
Gather stakeholder feedback and identify opportunities to improve product adoption, client engagement, and operational effectiveness.