Client Success Manager

Viventium Software

12d

About The Position

The Client Success Manager will focus on proactive outreach and engagement with Viventium clients to understand the outcomes they seek and develop a plan to deliver by working with Development, Sales, Account Management, and Client Services. The successful Client Success Manager will establish relationships with assigned clients, partner with them in delivering value (outcomes), increase renewals, and reduce attrition due to increased satisfaction with Viventium.

Requirements

2+ years experience in engaging clients, identifying issues/opportunities, and resolving issues
Excellent verbal and written communication skills
Strong listening skills and presentation skills
Ability to build strong rapport and establish trust and credibility through a consultative, proactive, and attentive approach
A self-starter who can effectively work within a strong team culture
Time management skills - able to manage multiple priorities effectively
“Demo level”/high-level product knowledge and familiarity
A problem-solving aptitude
Proven and successful client rapport
C-level and end-user relationship management skills and experience

Nice To Haves

Experience in payroll and/or HCM industry
Experience in the Homecare, Hospice, Private Duty, Skilled Nursing, LPC, or Senior Living

Responsibilities

Engage and inform key end users of Viventium solutions
Coordinate and conduct business reviews and executive business reviews based on segmentation targets
Proactively establish productive and professional relationships with key personnel in assigned client accounts with recurring checkpoints and reviews
Monitor assigned client renewal dates and proactively establish intent to renew and mitigate churn
Coordinate the involvement of company personnel, including support, development, professional services, sales, and leadership resources, to identify and deliver the client’s desired outcomes
Proactively establish a strategic client success planning process that develops mutual performance objectives, financial targets, and long-term critical milestones
Proactively assess, clarify, and validate client needs continuously
Facilitate resolution to unresolved client issues
Maintain and manage the overall health of assigned clients and address clients at risk based on established health indicator criteria
Based on successful planning and engagement, generate qualified upsell opportunities for the Account Management team
Identify, manage, and maintain the current phase of assigned clients relative to the established client lifecycle
Work with assigned clients to enhance adoption, manage risk, proactively mitigate risk, and achieve client outcomes
Ability to demonstrate and convey, at a high level, key functionality within assigned core platform/solution
Conduct health checks/optimizations to identify areas of the application that, if leveraged, support the client's business goals and outcomes
Travel 20%-25% as required by client segment/need