Client Success Manager

Avetta - Lehi, UT

Full-time - Entry Level

Remote - Lehi, UT

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at Avetta, LLC is a pivotal role focused on advocating for customers while representing the company. This position emphasizes client retention, expansion, and overall health, guiding clients through their journey with Avetta. The ideal candidate will have 1-2 years of experience in a client success role and will work closely with various teams to ensure clients maximize the value of Avetta's platform and services. The role offers a hybrid work schedule, allowing for both in-office and remote work.

Responsibilities

• Nurture and grow relationships with client stakeholders while identifying additional key stakeholders through proactive engagement.
• Maintain client momentum after launch by leveraging critical success factors aligned to the client's journey to increase adoption of the Avetta platform over time.
• Serve as a trusted advisor for clients on use-case, product functionality, and applicable program recommendations.
• Perform regular review-and-planning sessions with client stakeholders to demonstrate value, understand their 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 maximum benefit.
• Provide marketing with referenceable customers, Client Success anecdotes, data-rich trends, and observations about changes in the client base and industry.
• Collaborate with 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 at-risk mitigation when necessary.
• 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 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

• 1-3 years in a customer-facing role (Customer Success or Account Management preferred) with an Enterprise SaaS company or supplier management with a large organization.
• Bachelor's Degree or equivalent work experience.
• Experience with Microsoft Office suite, SFDC, CRM tools, and JIRA is a plus.
• Excellent interpersonal, verbal, and written communication skills.
• Highly organized, collaborative, responsive, and proactive.
• Strong project management skills; PMP certification is a plus.
• Background in HSE or Procurement preferred.

Nice-to-haves

• Experience with Salesforce and JIRA.
• Certified Scrum Master certification.

Benefits

• Hybrid work schedule (3 days in office, 2 days work from home).
• Work from home flexibility.