Sr Client Success Manager- Telecom, Energy & Utilities (TEM)

CoreLogic•Irvine, CA

4d•$72,001 - $90,002•Hybrid

About The Position

The Sr Client Success role is responsible for developing customer relationships that promote retention and loyalty. They work closely with assigned customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Sr Client Success role act as an advocate for the customer and can provide the company with the voice of the customer. The role may provide technical support to customers with the goal of keeping customers satisfied. Proactively identifies potential issues with the account and knows how to seek quick resolution, inclusive of problem solving, and communication to all parties. Responsible for revenue retention from assigned accounts through in-depth knowledge of clients' business model, technology platform, products and services utilized, contractual agreements, fee structure, key business contacts and volume/revenue statistics that include implementation, confirmed billing, communication of training activities, and overall client experience. Responsible for negotiating renewal contracts, client conversion/migration strategies. Ensures compliance issues are met and disclosed to the client. Involves in managing client integrations, conversions to new solutions, (platforms, or products) and client project management. Understands how to involve product expertise and/or navigation of business lines to provide high level service to the client. Manage relationships with Telecom, Energy & Utilities clients, operating as the main point of contact for complaints and resolving issues to ensure customer success and satisfaction. Liaise with all clients on a day-to-day basis, providing feedback to operations to ensure service expectations are being met. Develop and nurture smaller client accounts successfully, both existing and new business. Attend weekly meetings with the account management team to review client accounts and ongoing projects Support the other account managers with tasks and regularly provide client overviews, updates, feedback and possibilities for business growth. Be a point of call for customer service teams when they have issues that require escalation.

Requirements

5+ years related experience in client success, account management and/or sales required
Technology industry experience is preferred, particularly in software or service sales
Ability to work independently
Must have good judgment
Proven success working in a matrix environment
Strong influencing skills and executive presence
Strong verbal and written communication skills
Exceptional phone demeanor
Ability to focus on goals and develop a work plan that produces desired results
Detail oriented and ability to multi-task
Results driven and persistent
Excellent customer service and relationship building skills
Proficient in Microsoft Office, including Excel skills
Organizational and project management skills
Able to thrive in a fast-paced environment

Nice To Haves

Technology industry experience is preferred, particularly in software or service sales

Responsibilities

Develop customer relationships that promote retention and loyalty.
Ensure assigned customers are satisfied with services and improve areas of dissatisfaction.
Act as an advocate for the customer and provide the company with the voice of the customer.
Provide technical support to customers to ensure satisfaction.
Proactively identify potential account issues and seek quick resolution.
Manage revenue retention from assigned accounts.
Negotiate renewal contracts and client conversion/migration strategies.
Ensure compliance issues are met and disclosed to the client.
Manage client integrations, conversions to new solutions, and client project management.
Manage relationships with Telecom, Energy & Utilities clients, acting as the main point of contact for complaints and resolving issues.
Liaise with clients daily, providing feedback to operations to ensure service expectations are met.
Develop and nurture smaller client accounts, both existing and new business.
Attend weekly meetings with the account management team to review client accounts and ongoing projects.
Support other account managers with tasks and provide client overviews, updates, feedback, and growth possibilities.
Serve as a point of escalation for customer service teams when issues require escalation.