Client Success Manager

About the position

As a member of the Avetta Client Success team, you will be both a relentless advocate for your customers and an engaging representative from our company to the customer. You will measure your impact through retention, expansion, and overall client health, but your daily focus will be as the customer’s guide for their journey with Avetta. This role is right for you if your passion is to help clients embrace a new paradigm for understanding and managing their businesses. As the primary voice for our clients, the Client Success Manager works closely with all other teams inside Avetta. They will look to your experience and creativity to help them make the best possible decisions for our customers and the company. In the same way, your clients will look to you to help them understand and execute 'what’s next?' to maximize the value they see every day with our platform and services. If residing within commutable distance to one of our offices, this role would offer a hybrid schedule (3 days in office, 2 days working from home). Candidates within commutable distance are strongly preferred; however, those outside of commutable distance may be considered on a remote basis.

Responsibilities

• Nurture and grow relationships with your client stakeholders, while identifying additional key stakeholders through proactive engagement
• Maintain the client’s momentum after launch leveraging critical success factors aligned to the client’s journey as increase adoption of Avetta platform over time
• Serve as the trusted advisor for clients on use-case, product functionality and applicable program recommendations
• Perform regular review-and-planning sessions (via Success Planning and QBR activities) with client stakeholders to demonstrate value, understand the client’s current business situation and objectives, and define next steps in their journey with Avetta
• Proactively ensure clients understand, have adequate training on, and are utilizing Avetta’s products to achieve the maximum benefit
• Provide marketing with referenceable customers, Client Success anecdotes, data-rich trends and observations about changes in our client base and industry
• Work within the Client Success Team to create innovative strategies, services, and processes that drive increased customer adoption, retention, and expansion across all of Avetta’s offerings
• Act as the voice of Avetta clients and work cross-functionally with internal stakeholders to solve problems and drive potential process and product improvements
• Assist Account Managers with client growth plans and, when necessary, at-risk mitigation
• Own the overall health of each assigned Client Account
• Assist the Client Support Team with difficult and client-specific problem resolution
• Partner with Implementation and Professional Services to support best practice implementations and identify key growth opportunities
• Maintain an attitude of constant improvement and always work to increase efficiency, scalability, and impact
• Use data to help make recommendations and decisions
• Fully document all interactions with clients (Using SFDC, Wrike, etc.)

Requirements

• Minimum 2+ years in either a customer-facing role with an Enterprise SaaS company or supplier management with a large organization
• Bachelor’s Degree or equivalent work experience
• Experience with the Microsoft Office suite, SFDC, CRM tools, and JIRA a plus
• Excellent interpersonal, verbal, and written communication skills
• Highly organized, collaborative, responsive, and proactive
• Past success mastering new, complex technologies, processes, and concepts and training / mentoring others to master them as well
• Strong project management skills, PMP a plus