Client Success Manager

Educational Services.•Scottsdale, AZ

6d•Hybrid

About The Position

The Client Success Manager (CSM) is the advisor and central point of contact for our existing clients, primarily responsible for client satisfaction and retention. The CSM serves as the bridge between operations and our clients, proactively building relationships, optimizing programs and adding services when in the client’s best interest. Additionally, the CSM leads outreach efforts to recruit and retain participant employees for our client’s programs. The CSM collaborates cross-functionally with internal departments to resolve issues, support workforce readiness, and expand utilization of staffing services.

Requirements

Bachelor’s degree or equivalent experience required
Five years client/account management or related experience required
Three plus years of experience leading presentations, meetings and/or training sessions
Experience working with public school districts is a plus
Valid driver’s license and clean driving record is required
Must have reliable transportation for daily office commute and regional client visits
Must pass a background check
Passion for improving our schools and education system
Motivated by service as a reward within itself
Flexible and proactive disposition – adapting to change, initiating relationships, actively engaging clients, independently solving problems
Empathetic and positive relationship builder, with both clients and ESI staff
Communicate in a welcoming, considerate and professional manner, even when under stress or when dealing with escalating issues
Equally comfortable and effective with in-person, phone, email, messaging, and video communication
Excellent presentation and facilitation skills, in settings such as potential client meetings, client update meetings, leading seminars and other large or small group environments of 2-200 participants. Presentations may be either in-person or remote depending on needs
Manage numerous issues and drive projects forward simultaneously, while keeping thorough and timely records
Intermediate to advanced financial acumen with mastery of concepts such as contract financial terms, retirement plans, interest utilization and payroll, at a sufficient level to be able to effectively answer wide ranging questions and teach others
Computer literate, including Microsoft Office, email, messaging, webinar, video conference and CRM systems

Nice To Haves

Experience working with public school districts is a plus

Responsibilities

Build and maintain strong relationships with client administrators to ensure alignment between staffing needs and service delivery
Regularly connect with clients formally and informally, in-person and virtually, ensuring our services are meeting their needs
Prepare and conduct regular business reviews (e.g., quarterly, semi-annually, annually, or more as needed) with key clients to review program performance, surface needs, and align on shared goals, with final presentation approval from Director of Client Services
Optimize our existing services to improve effectiveness and increase participation, adding value for existing clients
Proactively identify expansion opportunities within existing client accounts and qualify client interest in additional ESI programs and services
Coordinate warm handoffs to the Operations/Programs team for opportunity follow-through, including documenting client context, decision criteria, and next steps in the CRM
Maintain accurate CRM data as the system of record for client activity, opportunities, and renewals
Enhance business development efforts, facilitating the smooth integration of new clients or existing clients who add services
Own client retention outcomes for an assigned portfolio, including monitoring client health indicators, identifying at-risk accounts, and executing retention plans
Communicate client information to Operations and Leadership, serving as the client advocate and key escalation point for issue resolution, while maintaining accurate, timely records of all client activity in our systems
Facilitate Employee Staffing Agreements (ESA) issuance and renewals
Lead education and outreach sessions, in groups, one-on-one, in-person or virtually, answering questions and guiding potential participant employees on how to participate in ESI programs
Represent and present at industry conferences, events, board meetings, and client job fairs
Support and explore innovative service opportunities, advising ESI leadership on changing client needs and circumstances