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The Client Success Manager is responsible for managing the external and internal account relationships, strategy, usage and satisfaction of assigned clients in a Software as a Service (SaaS)-based product and services environment.

The ideal candidate will have 6 - 8+ years of relative client support and project management experience. In this role you will oversee project implementation and run-the-engine activities, provide organizational leadership in project and process management to project teams, clients, and individuals.

CLIENT RELATIONSHIP MANAGEMENT 50%

• Serves as the primary strategic liaison and day-to-day contact for client.

• Serves as trusted advisor throughout the client lifecycle by driving adoption, identifying expansion opportunities, ensuring renewals and advocating for clients.

• Proactively leads both client and internal teams.

• Applies product and industry knowledge to ensure clients have the best solutions and services for their needs.

• Establishes goals with client and tracks towards identified milestones.

• Continually reinforces value and delivers successful outcomes throughout the entire client journey.

• Oversees program enrollment/budgets.

• Handles escalations with a high sense of urgency, patience and flexibility; ensures proper resources are allocated.

• Leads/coordinates the development and participates in client strategic business reviews.

​OPERATIONAL PLANNING/PROJECT MANAGEMENT PLANNING 25%

• Ensures team maintains appropriate project documentation and requirements per ICX (Ideal Customer Experience) guidelines.

• Serves as point of contact for key partner relationships required to support our programs.

• Develops scope requirements and creates pricing quotes for new business opportunities.

• Ensures verification/validation of contract deliverables are met in its entirety through quality, timing, and productivity.

• Ensures operational procedures to safeguard business continuity and manages risks appropriately.

• Identifies/creates client measures of critical success factors and measurement framework.

• Ensures cost balancing and forecasting, also invoice oversight.

• Ensures validation of data collection through data verification, audits and monitoring with stakeholders.

• Monitor client satisfaction ratings (CSAT), creates mitigation strategies, ensures renewals.

COMMUNICATION & TECHNICAL MANAGEMENT 25%

• Excellent communication skills, through initiating and leading internal and client team meetings, resolving conflicts, and managing internal and external executive stakeholders’ expectations.

• Leads and participates in internal account assessment reviews; and creates appropriate action planning for success.

• Technical aptitude with SAAS base products and engineering methodologies. Experienced with online communication portals, Microsoft applications, TEAMS, JIRA ticketing systems, and internal integrations with supporting products (Rewards, Project Accounting tools, Data Engineering Dashboards, Decision Science reporting, etc.)

• Determines and communicates best practices and process improvements.

• Engages with clients in meetings, quality reviews, or managing problems to resolution as needed.

Qualifications

• Bachelors Degree or equivalent work experience

• 6-8 years of general client service / operations management exposure and consultative work with some client interaction preferred.

• Exposure to web-based technology and ability to learn quickly and to troubleshoot independently.

• Solid oral and written communication skills, client-facing and internal.

• Ability to manage competing priorities and set client expectations on a daily basis.

• Knowledge of Office automation products, Excel, TEAMS, JIRA Ticketing applications, and service level management software/business applications.

Disclaimer

This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com.

Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to [email protected].