Client Success Manager

Full-Time ∙ Dallas, TX

The Client Success Manager is a member of the client and product support teams with the main objective being client retention, which is achieved through adoption and usage of LaborIQ by ThinkWhy.

The Client Success Manager role at ThinkWhy is not a sales role. Instead, if an opportunity for new sales with an existing client is uncovered by a Client Success Manager, the selling aspect is turned over to the sales team. Instead of focusing on selling, the Client Success Manager is focused on LaborIQ’s ability to enhance a client’s business and ultimately lead to client retention.

KEY RESPONSIBILITIES

  • Serve as a client liaison to own, manage, escalate, and resolve client related issues and opportunities.

  • Know and demonstrate knowledge, at an in-depth level, of LaborIQ by ThinkWhy.

  • Onboard new LaborIQ clients and manage clients through a defined engagement lifecycle.

  • Train clients on LaborIQ by ThinkWhy while articulating the value LaborIQ brings to client business decisions, which in turn, expands the user base and increases usage.

  • Manage the renewal engagement process and secure existing client subscription renewals.

  • Perform ongoing training in product usage including new product launches.

  • Develop long-term relationships with a portfolio of assigned accounts by connecting with key business executives and stakeholders.

  • Operate as a client advocate and an acting liaison between clients and internal cross-functional teams to ensure the timely and successful delivery of our solutions to satisfy client needs.

  • Forecast and track key account metrics with the ability to meet and exceed goals through proactive client engagement.

  • Recognize and predict usage trends and issues with clients.

  • Provide backup to other Client Success Managers and their clients.

  • Be the voice of the customer to product innovation and product support teams.

  • Understand client’s organization and structure; know the client’s business and how they use LaborIQ.

  • Know and be able to communicate LaborIQ’s value, methodology, and data.

  • Understand our competitive products, including strengths and weaknesses.

QUALIFICATIONS

You...

  • Are a relationship-driven client advocate with at least 2 years’ experience in Client Success Management and Customer Service in a business to business environment.

  • Are adept in providing client support to executive level clients and strategic accounts.

  • Have demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

  • Have a proven track record in managing multiple projects at a time while paying strict attention to detail.

  • Have a bachelor’s degree.

  • Are excellent at understanding and being able to communicate analytics and data.

  • Are experienced with using SalesForce or similar tools.

  • Have excellent written and verbal communication skills.

  • Have a high level of energy, drive, creativity, and curiosity.

  • Are willing to jump in where needed with flexibility to shift priorities.

  • Have superior organizational skills and ability to juggle multiple projects while meeting hard deadlines.

  • Are comfortable in a small, fast-paced, and high-growth environment.

CRITICAL SUCCESS FACTORS – FIRST 90 DAYS

  • Successfully complete LaborIQ product training and demonstrate extensive knowledge of our processes and how all target user types utilize the solution.

  • Includes product and client training presentation to executive team.

  • Demonstrate extensive knowledge of LaborIQ competitive products.

  • Demonstrate engagement and ideation skills in team meetings bringing at least 3 ideas for improvement of processes to enhance value for clients and improve retention.

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