Senior Client Success Manager

Relay Network
Relay Network

This job is no longer accepting applications

See open jobs at Relay Network.See open jobs similar to "Senior Client Success Manager" LLR Partners.

Customer Service

Radnor, PA, USA

Posted 6+ months ago

Duties & Responsibilities

  • Develop and manage a portfolio of enterprise clients with a focus on adoption, increasing the client value, and supporting retention and growth
  • Own the end-to-end customer relationship, from go-live through renewal, for our largest and most strategic clients while executing a success plan for each
  • Identify areas of growth within the account, other business units, as well as generate additional experience opportunities within
  • Build strong relationships and serve as a subject matter expert
  • Quarterback high impact engagements, particularly execute business reviews to communicate Relay’s value and impact to client executives
  • Leverage your client relationships and knowledge of Relay’s solution to generate upsell opportunities that you will collaborate with the Sales team on
  • Advocate for the client to internal stakeholders. Share client feedback and insights to Product, Technology, Support, Marketing and Sales on the innovation and improvements needed to optimize the experience
  • Partner with Relay’s Implementation and Support team to ensure a smooth onboarding process, communicate the client’s interests and requests, as needed
  • Own the retention number for your book of business

Indicators of Success

The ideal candidate will be an ambitious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co- workers. In addition, the candidate will have:

  • Strong organization and project management skills
  • Excellent communication and presentation skills
  • Passion for client service and technology

Relevant Experience

  • 6+ years of experience in Client Success, Account Management, Project Management, or other client-facing roles
  • Understanding of customer experience management solutions, customer journeys, and customer satisfaction survey technologies (Net Promoter Scores)
  • Leadership capabilities with the desire for career advancement
  • Strong communication skills, both verbal and written
  • Demonstrated presentation skills with the ability to story tell
  • Executive level presence with the proven ability to develop relationships with stakeholders and decision makers
  • Salesforce/Salesforce Marketing Cloud experience
  • SaaS, start-up experience is a plus
  • Experience in healthcare or financial services industries is a plus
  • Bachelor’s degree, required

This job is no longer accepting applications

See open jobs at Relay Network.See open jobs similar to "Senior Client Success Manager" LLR Partners.
See more open positions at Relay Network