Client Success Manager

PayIt•Philadelphia, PA

1d•Hybrid

About The Position

The Client Success Manager (“CSM”) is a strategic consultative role responsible for a portfolio of clients; driving optimal lifetime value and usage of the PayIt Platform and its services. The CSM works closely with key cross-functional teams, including Sales, Client Operations & Implementations, Client Integrations, Marketing, User Support, and Product Engineering to define, develop, and execute effective client strategies that support their client’s specific use cases and desired business outcomes, ultimately ensuring the health and prosperity of PayIt clients. You are responsible for developing and program managing roadmap initiatives, and serve as their daily source to provide training, support, issue resolution, and troubleshooting related to anything the PayIt client and its constituents consume on the PayIt platform.

Requirements

A proactive, logical, and collaborative approach to solving complex problems.
Proven experience serving as a thought leader, customer advocate, and trusted consultative partner for a portfolio of customers in a SaaS environment.
Deep analytical skillset coupled with demonstrated high emotional quotient.
Strong technical aptitude, with the ability to influence clients while managing complex project lifecycles.
A strong client-facing track record delivering adoption insights, opportunities for services growth, client health, churn reduction, gap analysis, client resource requirements and dependencies, lifetime customer value, and client satisfaction scores.
Experience working hands-on with management of large, complex strategic projects.
Experience with Project Management and Collaboration Tools (i.e Confluence, Trello, Teams, Slack, Jira, etc.) Diagram and Visualization Solutions (i.e. Draw.IO, LucidChart, etc.), and Microsoft Office.
Willingness to travel up to 30 percent of the time; travel varies based on project assignment requirements.

Responsibilities

Develop a long-term roadmap with clients ensuring success of existing services while building effective relationships for continued adoption of new services. This roadmap is built collaboratively between key stakeholders and champions at the client and internal product capabilities and roadmaps.
Understanding the platform is critical to articulating impacts of new features and functionalities, especially as they pertain to impacting clients’ business needs.
Project management of client lifecycle including planning, project tasks, readouts, client status updates, issue tracking and resolution, and quarterly and annual business reviews.
Work cross-functionally to align with other departments to achieve company-wide goals.
Responsible for establishing and coordinating client marketing strategy and tactics with PayIt marketing resources.
Responsible for developing, administering, and maintaining training and enablement for various PayIt specific Finance related tasks.
Collaborate with other members of the Client Success team to ensure PayIt’s services are delivered accurately and timely.
Support Client Operations Managers in implementation and integration process.
Serves as backup to Client Operations Managers in the event teammates are out of the office.
Own ongoing client support needs post-deployment.
Engage with PayIt clients, apply critical thinking and problem-solving skills to research, troubleshoot, and provide solutions for issues of varying complexity.
Deliver training to client.
Train end-users in the features and functionality of the PayIt platform.
Own the creation of client-facing documentation and user guides.
Develop platform utilization and ROI analyses to support renewal conversations.