Client Success Manager

Requirements 

Job Title: Client Success Manager

Years of Experience: 5+

Minimum Education:BA 

Responsibilites  

• Primary support resource to Director for OneMagnify client relationship management.
• Strong understanding in client business landscape while defining near and long-term objectives
• Key contact as voice of customer to enable clear internal project goals and expectations.
• Strong understanding of OneMagnify capabilities and Practice Areas with vision on project casting.
• Strong day-to-day team leader while providing knowledge and direction to members of assigned delivery team.
• Advocate the clients expectations as well as for the internal teams to the client throughout delivery to manage expectations
• Collaborate with other business units and client success team members to recognize opportunities and create plans to address
• Initial development of descriptive scope language and associated budget.
• Heavy focus to meet and exceed annual financial goals through delivering value to clients and working on new opportunities
• Strong communication with Director to anticipate potential issues, develop contingency plans, and deliver value to clients through existing work
• Continuous innovation and evolution of existing engagements
• Ongoing support in reporting to OneMagnify organization on a project by prject 
• Support to Client Success director on account ownership - Continually demonstrate clear accountability and expectations of delivery team to execute
• Responsible for maintaining reporting to apprise Account leadership of opportunities for incremental growth
• Recognize opportunities based on discussions with clients as well as being able to anticipate client needs and challenges
• Knowledgeable of general business principles and practices to apply within OneMagnify and to client business
• Analyzing data and metrics to track client success and identify areas for improvement
• Onboarding new clients and guiding them through OneMagnify capabilities
• Develop paths of resolution when issues arise and/or a phased delivery approach to help shorten timing of delivery
• Collaboration with other client success teams, practice areas, and growth teams to recognize new opportunities to improve existing workstreams or create new projects and opportunities

Skills 

• Confidence and ability to understand client dynamics while working with clients at executive leadership levels 
• Understanding of key financial indicators and general finance concepts to quantify ROI and how value is measured internally and externally
• Proficient on all Microsoft Office Suite tools with emphasis on Excel and Powerpoint. 
• Understanding of enterprise applications and process development.
• Demonstrable leadership, effective client management and a growth skillset
• The ability to work both independently and in a cross-functional team environment 
• Proven analytical skills and business marketing experience 
• Ability to multi-task and task prioritization is pressure environment to effectively lead.
• Strong written and communication skills.
• Collaborative ability to unblank a page - organize, convey and communicate the plan
• Presentations - ability to drive credibility and inspire confidence
• Team leadership - internal success, team performance, overall delivery
• Ability to transalate business needs into an initial outline to delivery team to create execution plan

Tasks 

• Collaboartion with EPMO and Client Success Director to accurately report budget performance and pipeline maintenance
• Support of delivery of routine cadence of reporting (example - Quarterly Business Review, OneMagnify 20xx meetings, etc.)
• Assist with revenue goal planning and monitoring
• Always on attention to client satisfaction and plans to resolve when needed
• Support of establishment and monitoring ongoing KPI's (examples - team efficiency, profitability and revenue recognition/utilization, time management)
• SME on ongoing engagement evolution including goal setting for renewals
• Ongoing development of process improvements and new ideas to drive client value and new projects

Accomplishments 

• Positive level of client satisfaction both formal (survey) and informal (direct engagement).
• Demonstrable skill in support of organic and incremental growth managing book of business.
• Obligation to support revenue goal achievement on assigned accounts laddering up to overall book of business
• Fundamental understanding and support of goals pertaining to margin levels, utilization/realization and overall profit performance
• Multi-year contracts
• Track record of maintaining positive client specific feedback
• Continuous support of growth in strategy teams on new opportunities
• Clear demonstration in providing value internally and externally - improving internal OneMagnify elements, enhancing day to day project tasks, and creating new opportunities driving revenue growth for OneMagnify