Sr. Client Success Manager

  • UnitedStatesJobs
  • Portland, OR, USA
  • Feb 10, 2018
Full time Accounting Administration Consultant Customer Service

Job Description

Sr. Client Success Manager

Catalyte - Portland, OR

UnitedStatesJobsCareers is in partnership with Catalyte to find a skilled Sr. Client Success Manager.

The ideal CSM candidate is someone with a deep understanding of what it takes to manage a client to successful results in their use of outsourced software development services, and who understands how to help an organization maximize the targeted effectiveness of a breadth of services across staff augmentation, project work and managed services. Experience in software delivery is critical – this role must understand the operational execution of and challenges around how enterprise, web and mobile applications are built, enhanced and modernized. CSMs welcome complex challenges and relish the opportunity to consult with clients to solve their problems and transform their approach to application development and maintenance.

To achieve success, you must be truly passionate about customer success and advocacy, and you must have a proven track record of delivering excellent outcomes around client satisfaction, retention and Net Promoter Score (NPS) results.

CSMs build client partnerships by communicating flawlessly, establishing trust and credibility, delivering to their commitments, understanding problems, crafting solutions, providing thought leadership and offering strategic advice. They deliver proven value quickly for both clients and Catalyte by leveraging an in-depth knowledge of clients, a clear understanding of Catalyte’s capabilities and services, and extensive domain expertise. CSMs are enthusiastic client-facing professionals who serve as trusted advisors for each client in optimizing their use of Catalyte capabilities and services to drive success via data, insights, and industry best practices in user experience design, software development and quality engineering.

RESPONSIBILITIES

Client Success and Consulting

  • Meet or exceed objectives and key results (OKRs) around client retention, satisfaction, reference-ability and Net Promoter Score (NPS) results.
  • Develop, execute and maintain client strategies to drive OKRs.
  • Contribute to contract and proposals, including statements of work, renewals, extensions, RFP/RFI responses and other add-on business.
  • Partner with sales to identify new opportunities within existing accounts and support up-selling and cross-selling.
  • Manage client success metrics and expectations, monitor and measure customer satisfaction, and succinctly communicate delivered value. Facilitate internal distribution and communication of this information.
  • Build and maintain domain expertise within your client’s markets and industries.
  • Monitor key performance indicators for Catalyte delivery teams and work with Development Managers and other colleagues in software delivery to resolve any issues with individual and team performance.
  • Demonstrate strong empathy for clients and commitment to their success.
  • Digest software delivery data and project results, synthesize findings, collaborate with Catalyte tea and present findings back to clients in an actionable and concise way.
  • Identify and mitigate risks to client relationships.
  • Work with Development Managers to effectively leverage internal solution delivery resources to provide advice, thought leadership and added value to client organizations.
  • Analyze client software delivery domains and practices, compare to industry best practices, collaborate with Development Managers to identify opportunities for improvement, propose improvements based on LOE and ROI, and partner with clients to affect change.
  • Understand the client's business goals and technical environment, including the high-level architecture, technologies, languages and frameworks being used by the client.
  • Ensure internal alignment on account strategy by working with Development Managers and partnering with internal teams to develop and execute on account plans as needed.
  • Continually assess, document, and analyze client progress toward goals and desired results.
  • Provide feedback to fellow team members professionally and constructively, and actively seek feedback for professional improvement and growth.

Client Relationship Management

  • Develop and maintain effective, productive relationships with all key decision makers and influencers within the client organization. Support sales in their relationship-building activities and objectives by sharing information.
  • Manage strategies and tactics for resolving any client issues or escalations.
  • Partner with marketing to identify, develop and produce customer success case studies.
  • Cultivate key client relationships with both breadth and depth.
  • Facilitate resolution of contractual and accounting-related client support issues.
  • Maintain and enhance client satisfaction by providing ongoing, proactive support throughout the customer life cycle.
  • Maintain and deliver internal and external metric reporting.
  • Leverage Catalyte team, methodologies and best practices to support client on-boarding, consulting and ongoing opportunity discovery.
  • Lead internal client success planning and strategy sessions.
  • Identify, track and resolve all issues and risks associated with client satisfaction and retention.
  • Develop and deliver periodic customer success reviews that confirm client satisfaction and alignment, resolve issues with the help of our Development Managers, and course-correct as needed to enable client retention and satisfaction.
  • Drive resolution of any client escalations by coordinating with Development Managers and owning the client issue until its resolution.
  • Manage client expectations effectively.
  • Ensure any account issues are resolved quickly, leveraging resources from across the company as needed.

REQUIRED SKILLS AND EXPERIENCE

  • 5+ years of experience in a client success, account management or client services position, focusing on driving client satisfaction and building relationships within large companies.
  • Experience in contract definition (drafting statements of work, defining services and deliverables, etc.).
  • Excellent interpersonal skills and ability to influence for results, with the ability to communicate efficiently with software delivery professionals (Program Managers, Tech Leads, Development Managers, Directors) and client executives (VPs, CTOs, etc.)
  • Excellent communication, presentation and facilitation skills, with the ability to explain technical subjects and concepts to non-technical stakeholders.
  • Ability to deliver results under pressure, work independently, and take ownership of relationships and responsibilities.
  • Proven track record of meeting or exceeding performance and retention goals.
  • Proven experience with and understanding of application development and software delivery, including an understanding of the software delivery lifecycle (SDLC) and agile software development.
  • Strong critical thinking and situational awareness.
  • Software project experience strongly preferred (e.g. Project Manager, Business Analyst, Tech Lead, Developer, QA, etc.), preferably in a consulting environment.
  • Strong analytical, organizational and interpersonal skills.
  • Ability to quickly build trust and rapport.
  • Self-motivated with a strong sense of accountability.
  • Ability to develop long-term strategic and executive-level relationships
  • Bachelor’s degree in computer science or business is a plus.
  • Possesses a solid understanding of software requirements management, user experience design, application programming and system design.
  • Ethical, organized and trustworthy.
  • Willingness to travel as required (typically less than 25%)

Job Type: Full-time

Required experience:

  • client success and account management: 6 years
  • Software: 5 years

Required education:

  • Bachelor's

Job Location:

  • Portland, OR

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