Enterprise Client Success Manager

ClassWallet

About The Position

ClassWallet, a leading financial technology company in the United States serving agencies delegated responsibility to manage public funds, is seeking to hire an Enterprise Client Success Manager to join our team. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet's suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $6.7 billion to date and serves public agencies across 39 states. In its 11+ years in operation, ClassWallet has completed over 12M transactions, funded 1.1M recipients, processed over 5M applications, and now serves 300+ state and local agency clients, supported by a team of 280+ full-time staff. The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023. While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission complements the Company's mission-based culture with focus on gratitude and work-life balance. The Enterprise Client Success Manager (ECSM) reports to the Senior Director of Client Success. The successful ECSM will demonstrate integrity and organizational agility through advanced decision making and prioritization skills. With an action-oriented mindset and a sharp focus on delivering results, the ECSM will build trust by independently developing and managing ongoing relationships with assigned clients (often large or enterprise-level organizations. The ECSM will have excellent written and oral communication skills with a high degree of comfort working directly with senior and executive level leaders. The ECSM will participate in team sessions but also be individually accountable for managing their assigned accounts. In addition, the ECSM is expected to creatively contribute to the continued expansion and optimization of ClassWallet’s Client Success program with a keen eye toward balancing value delivery between clients and ClassWallet.

Requirements

2 years in an Enterprise CSM role, preferably in a state or local government capacity.
Demonstrated experience reaching and exceeding goals.
Outstanding written and oral communication skills.
Strong online and in-person presentation skills.
Superior business, process management, and negotiation skills.
Ability to build relationships with industry associations and influential contacts.
Ability to use CRM and sales automation and tools to streamline efforts.
Willingness to travel (estimated 10-20%).

Nice To Haves

Existing industry experience preferred.
PMP Certification preferred and highly desired.

Responsibilities

Serve as the single point of contact for inbound requests from assigned clients.
Advocate internally to manage contractual obligations & client expectations.
Maximize the value clients get from ClassWallet solutions.
Facilitate achievement of client’s desired outcomes.
Drive product adoption and contract renewal.
Identify expansion and new business opportunities.
Build client retention and satisfaction through relationship management.
Rely on success metrics and data to determine action plans.
Work closely with clients and internal teams (Sales, Product, Marketing, Professional Services, and Support) to ensure alignment with clients’ goals & objectives.
Set and reset expectations internally and externally as necessary.