Scaled Client Success Manager

Bertelsmann-Jobs•Morrisville, NC

4d•Hybrid

About The Position

The Scaled Client Success Manager helps our small and medium sized clients achieve their goals using Relias’ suite of solutions. The Scaled Client Success Manager works both internally and externally to strategically support clients in a 1:many account ratio format with a focus on proactive engagement throughout the client journey to positively impact client metrics and desired outcomes.

Requirements

Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to achieve mutual success
CRM Tool Management: utilization of CRM tools to improve overall client experience
Client Discovery: understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
Negotiations: ability to strategically and effectively engage in discussions to reach mutually beneficial agreements with clients, partners, or stakeholders in the SaaS and/or eCommerce sectors
Renewal Cycle Management: strategically manage and optimize the process of renewing client contracts or subscriptions in the SaaS and/or eCommerce sectors
Communication: effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received
2+ years’ experience customer service, sales, or SaaS organization
Bachelor's degree

Nice To Haves

SaaS customer service
eLearning product experience

Responsibilities

Proactively engage clients throughout their Relias journey to provide recommendations to improve adoption of products and consult on product best practices
Host individual client training sessions to understand client goals and prescribe targeted solutions
Contact clients who have filled out NPS surveys to resolve issues and concerns
Host open platform training sessions for community of clients
Effectively manage/lead client expectations, handle crucial conversations, manage conflict with professionalism, and strive to maintain a positive client perception working with other departments to resolve issues/improve processes
Represent the voice of the client internally to support product roadmap and sales process
Other duties as assigned

Benefits

Fantastic health and wellness benefits package
outstanding 401k match
flexible PTO program
generous and inclusive parental leave policy
Relias pays for the employee portion of the monthly healthcare premium
Flexible work environment with onsite and work from home options
Active Employee Resource Groups open to all employees
Comprehensive onboarding program
Growth and career advancement opportunities
Promotes internal mobility and career growth aligned with evolving business needs
Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
Professional development gained from conference attendance and participation in organizations like NC Tech
Onsite 321 Coffee Shop providing free coffee and pastries to employees