Client Success Manager

Vaco - Trenton, NJ

Full-time - Entry Level

Trenton, NJ

Administrative and Support Services

About the position

The Client Success Manager (CSM) at Vaco plays a pivotal role in overseeing multiple client engagements, ensuring that the company understands and meets or exceeds client expectations. This position is crucial for cultivating healthy client relationships and regularly engaging with consultants to ensure their success. The CSM will collaborate closely with business stakeholders, leaders, and subject matter experts to effectively plan and deliver projects in a timely manner. The role requires a proactive approach to managing client relationships and addressing any challenges that may arise during the engagement process. In this role, the CSM will be responsible for building strong relationships with clients, consultants, the ACE team, and engaged recruiters. Regular check-ins with clients and consultants are essential to ensure that deliverables and expectations are met, and to provide updates to the ACE team and engaged practice. The CSM will also be responsible for screening potential candidates for projects and meeting with Client Managers to monitor consultant performance. Mentoring and coaching PPC team members is another key responsibility, aimed at increasing the overall knowledge and effectiveness of the team. Additionally, the CSM will identify business development opportunities and collaborate with the Account Manager and Client Executive to pursue these opportunities. The role may also involve engaging in client work as a billable resource when appropriate. Overall, the CSM is expected to maintain a high level of accountability, effective communication, customer focus, and adaptability in a dynamic work environment.

Responsibilities

• Build relationships with the client, consultant(s), ACE team, and engaged recruiters.
• Regularly check-in with clients and consultants to ensure deliverables/expectations are met and consultants are successful.
• Proactively escalate challenges or concerns.
• Screen potential candidates for projects.
• Meet with Client Managers on a regular basis to proactively check in on consultant performance.
• Mentor and coach PPC team members to increase the aggregate knowledge of the team.
• Identify business development opportunities and collaborate with the Account Manager and Client Executive.
• Assist with the development of methodology, processes, and tools to help the team mature.
• Engage in client work as a billable resource when appropriate.

Requirements

• Strong accountability and commitment to meet expectations.
• Effective written and verbal communication skills.
• Ability to build strong customer relationships and deliver customer-centric solutions.
• Adaptability to respond positively to changes, delays, or unexpected events.
• High level of emotional intelligence to manage and respond to emotions of self and others.
• Clear and concise written communication skills.
• Self-directed with a strong drive to succeed and accept feedback for continuous improvement.
• Ability to build, develop, and maintain strong relationships with others.

Nice-to-haves

• Experience in client management or consulting roles.
• Familiarity with healthcare technology and services.
• Knowledge of project management methodologies.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid time off and holidays.
• Professional development opportunities.