Client Success Manager I

Cass Information Systems • Brighton, MI

2d

About The Position

The Client Success Manager is responsible for developing positive, successful relationships with clients that maximize client satisfaction and responsiveness. This individual understands the client’s operational and data processing systems to meet client needs in ways that are mutually beneficial to both client and Cass. They maintain relationships with client decision makers to ensure the benefits and deliverables of our service are recognized and acquisition additional Cass service offerings are considered. In addition, they provide clients with a consistent, dependable resource within Cass from the selling through operational phases of our relationship.

Requirements

• Experience working with a team and accomplishing objectives through the efforts of others.
• Proven ability to be a high achiever that strives to set and meet difficult targets.
• Enthusiastic and professional demeanor exhibiting a high-level of honesty and sincerity in interacting with clients so that a trusting relationship can be formed.
• Effective communication skills including excellent listening skills and the ability to communicate professionally with all levels of Cass and client staff both verbally and in writing.
• Able to motivate others and create a positive work environment where others feel comfortable discussing issues and concerns.
• Able to work independently with little or no supervision.
• Ability to travel occasionally.
• Intermediate experience utilizing Microsoft applications, specifically Excel and PowerPoint.
• Bachelor’s degree in business administration, marketing, accounting or equivalent experience.
• 2+ years of combined experience in client relations, sales, and management in a business which provides business to business services to a broad range of clients.

Nice To Haves

• Experience utilizing Salesforce preferred.

Responsibilities

• Creates and executes business development strategies for assigned clients focusing on expanding business relationships and increasing revenue from existing clients.
• Coordinates with sales and marketing teams by: Identifying high level customer contacts and key decision makers. Forming plans that create awareness of additional solutions as well as other Cass vertical solutions. Engaging clients to ensure a high level of Cass services and capability awareness with the client base. Participating in potential marketing campaigns for the existing client base. Leveraging/Coordinating with senior members of the team with regards to Cass processes, techniques, and strategies for developing and executing client upsell opportunities.
• Manages the relationship between the business unit and assigned clients by: Visiting in-person and virtually on a scheduled basis with assigned clients utilizing professional presentation documentation prepared in advance. Alerting leadership of any changes or potential changes in the relationship with clients. Utilizing Salesforce.com (or other client relationship management solution) to monitor, report, and manage client engagements, SLA’s, XLA’s, issues, action items, opportunities, and organizational structures. Delivering valuable reporting with respect to client relations communications and meeting frequencies. Ensuring client changes and problems are prioritized appropriately. Communicating and coordinating client statements of work including escalation clauses and renewal to ensure realization of revenue adjustments occur as scheduled.
• Executes documented client relationship governance process that engages all levels within the business unit’s client base including: Operational meetings with client day-to-day contacts to ensure processing performance. Monthly action log reviews with first line client management to ensure bi-directional focus on relevant tasks. May participate in quarterly/semi-annual reviews with senior client management to ensure Cass value proposition messaging and positive client experience.
• Creates positive relationships and partnership with other operational department team members focused on optimizing divisional efficiencies, priorities related to client delivery, and client satisfaction.
• Communicates Cass’s technology advances, future roadmap vision, operational changes, and other information on a timely basis to assist assigned clients in understanding how these advances and future plans lead to the success of their stated objectives.
• Other duties as required or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level