The Client Success Manager will serve as the main point of contact for our portfolio clients, working with them to ensure application health, detect risks, and proactively address client concerns. Delivering an outstanding customer experience during onboarding and support ensures our success. This is a TECHNICAL/IT role, not a sales role - it's about customer experience via onboarding and account management.
Key Responsibilities
- Serve as the main point of contact for portfolio clients
- Monitor clients’ health, detect risks and proactively address concerns
- Provide an excellent onboarding experience to new customers
- Communicate with client and internal stakeholders
- Identify and manage project work structure, tasks, deliverables, milestones, and dependencies
- Interface with clients and the business team to determine solutions to problems
- Create, manage and organize project documentation
- Ensure that all project work is reviewed and meets quality & accuracy requirements
- Analyze project success vs. challenges to improve on processes to make each new project more successful than the last
- Think outside the box! Identify workarounds to achieve our goals
Requirements
Experience Requirements
- Strong analytical and problem-solving skills
- 3-4 years of experience in technical support/troubleshooting
- A commanding desire to learn and succeed in technology
- Excellent written and verbal communication skills (English)
- Ability to work in a team and autonomously
- Great interpersonal relations
- Creativity and innovation is a key success factor
- Knowledge of any of the following industry sectors is a plus: insurance, mortgage, banking, for-profit education, solar, technology
- Scrum experience a plus
- Full-stack engineering is a huge plus
- College degree in Computer Science, Information Systems, or equivalent preferred
Behavioral Requirements
- Integrity is fundamentally important to you
- Authentically curious, you love learning and improving yourself
- A desire to do brilliant things!
- You are naturally entrepreneurial
- You are streetwise
- Team player with good collaborative skills
- Ability to quickly adapt to change
- Enjoys a fast-paced, dynamic, challenging work environment