Customer Success Manager

The Active Network - Boston, MA

Full-time - Mid Level

Boston, MA

About the position

The Customer Success Manager is responsible for overseeing enterprise-level support and service activities for designated clients, ensuring quality service and operational performance. This role involves developing client relationships, understanding their business needs, and coordinating service delivery to minimize downtime and support costs. The manager acts as the primary contact for clients, facilitating the resolution of service incidents and collaborating with internal teams to enhance client satisfaction and identify growth opportunities.

Responsibilities

• Act as the voice of the customer, identifying product support and development needs and communicating them internally.
• Maintain long-term relationships with clients, ensuring understanding of their business and product installations to identify service needs and plan service delivery.
• Coordinate resolution of service incidents and escalate technical issues that pose regulatory or financial impacts to leadership.
• Provide quality service and operational performance within the parameters of client projects and service delivery standards.
• Support the Client Business Review, aligning client needs with internal solutions and managing the preparation for client reviews.
• Accountable for invoice accuracy, including research and dispute resolution, while understanding financial and compliance impacts of client support.
• Support the renewal of client contracts and manage sales support resources to create and deliver propositions.
• Stay abreast of industry trends, regulations, and competitive products to strategically identify and target sales opportunities.
• Maintain customer profiles of client architecture, processing environment, product matrix, and custom processes.

Requirements

• Bachelor's Degree in Finance, Marketing, Business, or a related field.
• Typically a minimum of 6 years of relevant experience in client-facing roles and/or the financial industry.

Nice-to-haves

• Experience in managing complex client relationships.
• Strong analytical skills to evaluate variable factors in client situations.
• Proven ability to develop and conduct presentations effectively.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Professional development opportunities