United States

Client Success Manager | Remote

Job Overview

The Client Success Manager is an integral part of the account management team and is responsible for developing long-term, trusted advisor relationships with assigned Clients. This is achieved by maintaining a clear understanding of their Client’s goals and objectives; analyzing data and delivering improvement to Client ROI and value drivers; strong internal and external communications; identifying revenue opportunities and enhancing profitability for both the Client and OnProcess. The role is considered an opportunity for individuals seeking advancement within the company.

Responsibilities and Duties

  • Cultivates strong relationship with assigned Clients.
  • Develop and maintain expertise in Client industries and OnProcess solutions.
  • Understands Client objectives and acts as primary advocate and voice of the Client.
  • Acts as trusted advisor and first point of contact for Client requests and escalations.
  • Drives positive satisfaction ratings per annual Client Satisfaction Survey.
  • Understands SOW; performance, scope and ROI deliverables.
  • Aligns SOW with Client expectations.
  • Establishes regular communication cadence with Client and presents results, return on investment and opportunities for improvement.
  • Perform strategic business reviews, either remotely or in person.
  • Ensures performance, to KPI/SLA’s and value delivery
  • Has ownership for the Statement of Work (SOW.)
  • Program business rule adherence.
  • Accuracy of SOW scope and alignment with Client.
  • SOW amendments, fees and adjustments to pricing.
  • Manages changes to scope, assesses impacts to Client results and internal financial targets.
  • Identifies opportunities for process improvement.
  • Engages with Client, Analytics, Operations, BTS to drive continuous improvement.
  • Leverages appropriate internal channels and processes to facilitate requests; e.g. change management, sales process, etc.
  • Sets appropriate Client expectations for timing and fees for special requests, changes and initiatives.
  • Identifies incremental opportunities for increase in revenue.
  • Works independently to facilitate increases in volume for existing programs.
  • Must be willing to travel approximately 15% of the time.
  • Communicates with Account management to engage sales process for new opportunities identified.
  • Acts as liaison between internal departments (Operations/Business Technology Services/Analytics and PMO.)
  • Communicates Client objectives, results, successes and opportunities to internal teams as appropriate.
  • Coordinates with internal partners to deliver on Client commitments and drive improvements.
  • Facilitate communications between Client and internal partners.
  • Financial processes.
  • Supports forecast process.
  • Invoice validation and approval.

Qualifications

  • Proven Customer Success or industry expertise preferred (2+ years plus in Client services, operational, account management or project management role.)
  • Demonstrated ability to communicate, present and influence credibly and effectively at multiple levels of the organization.
  • Responsibility without authority; be able to manage through influence.
  • Experience in delivering Client-focused solutions based on Client needs.
  • Ability to interpret and present data and results; process minded.
  • Analytical mindset with ability to use logical and critical thinking.
  • Proven ability to manage multiple projects at a time while paying strict attention to detail and exercise problem solving.
  • Proficiency in Microsoft Excel, Access and PowerPoint.
  • Excellent verbal, listening, interpersonal, communication, negotiation and presentation skills.
  • BA/BS degree preferred or equivalent work experience (dependent on the specific role, as referenced above.)

Requirements

  • Must be able to move intermittently throughout the work day.
  • Must be able to lift, bend, etc. 
  • Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.

 

OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.

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