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Client Success Manager

Company: Life & Safety
Location: Longmont
Posted on: September 16, 2022

Job Description:

For this opening we will consider candidates from the following locations: Mobile,AL,United States - Longmont,CO,United States;Omaha,NE,United StatesClient Success Management Function -- -Execute a variety of client engagement functions in order to improve client capabilities and to support successful fulfillment of client business goals; while ensuring adherence to established company and departmental policies and procedures

  • Develop, execute, and coordinate strategic plans (i.e. Get-Well Plans, Remediation Plans, etc.) to improve client success and capabilities by supporting the client's business goals
  • Research and investigate any client issues that could negatively impact client success or capabilities and coordinate remediation plans with appropriate internal stakeholder
  • Analyze client program performance to provide consultative advice regarding business solutions
  • Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
  • Analyze client complaints and/or internal concerns which will include researching and collecting data, acting as a liaison for internal and external stakeholders, troubleshooting and compiling lists of alternative solutions in order to determine the best course of action
  • Partner with internal stakeholders on assigned client's business goals, potential client concerns, and revenue impacting issues
  • Continuously keep up to date on industry client engagement best practices, measuring systems, development functions, etc. and provide feedback where opportunities exist -Client Renewal and Outcomes - -Responsible for being incredibly focused on client outcomes and retention for each contract renewal.
    • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
    • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
    • Represent the voice of the customer to inform our sales process and product roadmap Problem Resolution -- Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
      • Respond with a sense of urgency to problems escalated to employee's level
      • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
      • Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met
      • Ensure quality resolution and thorough and accurate documentation of issues
      • Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
      • Participate in creating, administering, and continuously updating procedures for resolution of all related issues Client Satisfaction -- Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Notified is providing
        • Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences
        • Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
        • Maintain current and up-to-date knowledge of clients
        • Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client
        • Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
        • Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management Minimum Qualifications: - Education
          • Bachelor's -degree -from -an accredited college or university with major course work in business -administration, -communication, -project -management, -marketing, -or a related field required
          • Equivalent -work -experience -in a similar position may be substituted for educational requirements Experience
            • Minimum 4 years increasingly responsible customer service, account management or client -development experience required to include providing service to top level clients
            • Minimum 2 years' experience in preparing various business analyses preferred (e.g., -Scorecards, -SWOT, -Reverse -Engineering, -Communication Plans, ROI, Total cost of Ownership, -etc.)
            • Minimum -2-year -project -lead -or -supervisory experience preferred Other
              • Intermediate -knowledge -of -Word, PowerPoint, -and Excel required
              • Based on department need, up to 10% travel time may be required Benefits & Compensation Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond - tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more! Apply today to join us in -work worth doing! For candidates located in Colorado, hiring range is expected to start between $49,000 - $57,000 per year and will be commensurate with experience.

Keywords: Life & Safety, Longmont , Client Success Manager, Executive , Longmont, Colorado

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