Client Success Manager
About The Position
O.C. Tanner is hiring a Client Success Manager to provide focused attention to its largest clients. The role is accountable for client relationships and success, aligning company resources to reduce risk, solve issues, and deliver high-quality strategic solutions while maintaining positive client relationships. The manager works with clients and internal teams to improve program outcomes, strengthen partnerships, and support revenue. The position includes managing day-to-day relationships with key client contacts, understanding client business environments and recognition objectives, monitoring program KPIs, and presenting strategies and solutions to mid- and senior-level executives. The Client Success Manager also manages projects, supports contract compliance and negotiations, collaborates with the sales team and other departments, and mentors others in effective client service practices. Travel to client locations for Client Strategic Reviews is required. The role follows a hybrid schedule, with in-office work Monday through Wednesday and the option to work remotely Thursday and Friday.
Requirements
- Bachelor's degree.
- Three years of experience in client success management; experience managing SaaS accounts is preferred.
- Ability to multitask and process work quickly, efficiently, and accurately.
- In-depth knowledge of systems and processes necessary for client management.
- Strong communication skills across email, phone, and presentations.
- Ability to work in a team atmosphere.
- Experience as a project manager.
- Strong problem-solving skills.
- Ability to research complex issues and develop strategic solutions.
- Willingness to participate in continuous improvement and change.
- Strong sense of pride and accountability in work.
- Ability to adapt to change.
- Ability to travel to client locations for Client Strategic Reviews.
Nice To Haves
- Experience managing SaaS accounts.
Responsibilities
- Take accountability for the relationship and success of the company's largest clients.
- Understand client business environments and issues that affect individual clients.
- Ensure contract compliance and negotiate key contract terms and extensions.
- Make decisions about managing client programs to improve partnerships and revenue.
- Monitor client KPIs and determine changes needed to improve program success.
- Present ideas, strategies, and solutions to mid-level and senior-level executives to influence decisions.
- Lead strategy discussions and communicate the rationale and story clearly and concisely.
- Mentor, train, and lead others in effective client service principles and best practices.
- Solve problems, create efficiencies, and suggest process improvements.
- Manage projects with discretion, sound judgment, skill, and efficiency.
- Collaborate with other roles and departments across the company.
- Develop an extensive understanding of client solutions and recognition objectives, and partner with the sales team to help achieve success.
- Manage day-to-day relationships with main contacts at the largest clients.
- Build client relationships that support long-term partnerships and retention.
- Provide exceptional technology expertise.
- Travel to client locations to conduct Client Strategic Reviews.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
