Passport Labs - Charlotte, NC
posted 2 months ago
As a Client Success Manager at Passport, you will be at the center of all things related to our clients. Your primary responsibility will be to maximize client value through systematic adoption, education, and execution, all within a fast-paced, exciting, and constantly changing environment. You will develop a thorough understanding of client objectives and success metrics to drive tailored solutions for expansion. At Passport, we believe in deep-rooted, authentic, value-driven client partnerships founded on shared objectives and joint success. This client-centric approach is not just a policy but a core part of our culture, as we only charge clients when they make money using our software. This means that our success is directly tied to the success of our clients. In this role, you will manage an enterprise client portfolio, driving success across multiple accounts. You will prioritize accounts based on risk and growth opportunities, enabling clients to realize the full potential of our product. Understanding and tailoring interactions to align with business objectives will be crucial, as will extending utilization across the organization to maximize objective alignment. You will analyze expansion opportunities and provide data to demonstrate success, ensuring that clients receive clear direction and next steps to continue increasing value. Additionally, you will manage and execute client renewals and upsells, driving new business growth through greater advocacy and reference-ability. Your role will also involve identifying and pursuing upsell opportunities, demonstrating value through hardened metrics, and maintaining and expanding client relationships. You will extend your reach into new departments and divisions, educating new contacts with value messaging. Providing structure and direction to extend accounts, analyzing success metrics to determine adoption trends, and developing intelligence based on adoption metrics will be key components of your responsibilities. Ultimately, your goal will be to increase client satisfaction and create relationships founded on value, teaching and advocating industry best practices along the way.