Client Success Manager

Ems Linq - Tampa, FL

Full-time - Mid Level

Remote - Tampa, FL

Publishing Industries

About the position

The Client Success Manager at LINQ is responsible for fostering strong relationships with clients, ensuring their satisfaction and success with the company's K12 education administration products. This role involves strategic account planning, product enablement, and oversight of service delivery, with a focus on enhancing client retention and identifying upselling opportunities. The position requires effective communication and collaboration across various teams to address client needs and drive product improvements.

Responsibilities

• Develop and maintain strong relationships with assigned clients, serving as their primary point of contact.
• Create and execute strategic account plans to enhance client retention and achieve positive business outcomes.
• Support clients in adopting and optimizing payment solutions, ensuring effective use of features.
• Drive product enablement by offering proactive recommendations and facilitating training sessions.
• Oversee and coordinate the delivery of services to meet or exceed client expectations.
• Identify and pursue upsell opportunities by showcasing the value of additional products and services.
• Manage and communicate during incident resolutions, keeping clients informed.
• Handle escalation communications with professionalism and urgency.
• Document and analyze client churn or post-mortem cases to identify trends and opportunities for improvement.
• Conduct regular check-ins with clients to review progress and gather feedback.
• Act as an advocate for the client within the company, ensuring their feedback is communicated and acted upon.
• Work closely with sales, product, and support teams to address client needs and drive product enhancements.
• Monitor client usage and performance metrics, proactively addressing any issues.

Requirements

• Bachelor's Degree or equivalent experience
• 3-5 years of experience in a client-facing role, preferably in account management or customer success
• Strong communication and interpersonal skills
• Proven track record of managing client relationships and driving customer satisfaction
• Demonstrable self-starter, curious, and solution-focused
• Excellent problem-solving skills and strategic thinking
• Experience working in a fast-paced environment with adaptability to changing priorities
• Expert level time management & prioritization skills
• Proficiency in CRM software (e.g., Salesforce) is a plus
• Strong collaboration mindset & capabilities; comfortable with asynchronous remote work

Nice-to-haves

• K12 Experience Preferred, but not required

Benefits

• Remote working environment
• Ability to work in a physical office if near one of our offices (Wilmington, Irvine, and Austin)
• One America 401k plan with 4% employer matching on total earnings
• Company Bonus Plan or Target Sales Commission Plan
• Flexible Open Paid Time Off Plan
• Paid Parental Leave Policy
• 10 paid holidays
• 16 hours of paid volunteer time
• Blue Cross Blue Shield benefit network (medical/dental/vision)
• Low-deductible PPO option or HDHP option with employer contributed HSA
• Dental with child orthodontia
• 100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance
• Health and wellness benefits including gym and Headspace reimbursement
• Professional development opportunities