Sr. Customer Success - NP

CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. With more than 9,000 people, 130 U.S. locations, and a global reach, we promise to know you and help you.

CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.

CLA is currently seeking a Client Success Senior to join our growing Digital Team.

How you'll create opportunities in this Client Success Senior role and drive expansion in our Nonprofit industry.

At CLA, Nonprofits are a priority. As the largest industry group in the firm, we have over 900 professionals dedicated to serving our 12,000+ nonprofit clients. We have a legacy of investing in and growing our nonprofit industry, and delivering Digital solutions to our nonprofit clients is a key priority for our continued expansion.

The Client Success Senior is responsible for facilitating the development of client relationships and driving seamless services growth opportunities across CLA.  The key areas of responsibility include:

·        Working alongside our clients to identify opportunities to maximize their investment in the software solutions that CLA provides

·        Identify areas of need where other CLA services can solve for current business challenges

·        Attend networking events with our clients to understand the business ecosystem they operate in with the goal of better serving their needs.

·        Work with CLA’s geographic and industry teams to ensure that the right industry and service professionals are involved in the pursuit of new service opportunities.

·        Collaborate with geographic and industry teams on business planning strategies to drive seamless service growth in the market.

·        Connect with CLA industry leaders to source and socialize industry knowledge, trends, and market intelligence and ultimately drive opportunities.

·        Assist with the sales to services transition and overall client onboarding deliverables.

·        Work alongside the project implementation teams to drive product adoption.

·        Help moderate and assist with any client escalations that may arise.

·        Facilitate client seamless transition to post implementation.

·        Coordinate with scoping and service teams for post implementation activities.

·        Identify referenceable clients and possible case studies.

·        Assist with client transfer management.

Other responsibilities may include assisting with client subscription and support renewals, existing client marketing activities, and post implementation billing management.

Ability to travel up to 40% of the time to clients in their local area and overnight travel as circumstances arise (conferences, client visits, training, etc.).

Personal Development Competencies

·        Self-awareness (emotional intelligence, self-reflection, and professionalism) is to understand emotions, personal strengths, and growth areas, and have a strong sense of value.

·        Time and energy management (prioritization, wellness, project management) is to manage life in a productive, efficient, and successful way.

·        Interpersonal relationships (caring conversations, adaptability, influence) is to develop strong, caring, and trusting relationships.

·        Communication (written communication, verbal communication, listening) is to express concepts, ideas, and information to others.

·        Teamwork (building teams, engaging teams, leading teams) is to achieve more through the power of working with teams.

·        Empowering others (mentoring, sponsoring, coaching) is to inspire others to unlock their potential

Experience

4+ years of experience in similar Client Success role

Education

Bachelor’s degree in business, Accounting, Information Technology, or related field required. Five years of experience acceptable in lieu of degree.

Our Perks

·        Flexible PTO (designed to offer flexible time away for you!)

·        Up to 12 weeks paid parental leave

·        Paid Volunteer Time Off

·        Mental health coverage

·        Quarterly Wellness stipend

·        Fertility benefits

Complete list of benefits here

Across CLA's New York Market - salary for this role will be between: 90-140K

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Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities.
 
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Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

To view a complete list of benefits click here.