Scaled Client Success Manager

Relias - Morrisville, NC

Full-time - Entry Level

Remote - Morrisville, NC

Educational Services

About the position

The Scaled Client Success Manager at Relias is a strategic role focused on supporting small and medium-sized clients in achieving their goals through the company's suite of solutions. This position emphasizes proactive engagement throughout the client journey, aiming to enhance product adoption and improve client metrics. The role involves both internal and external collaboration to ensure client satisfaction and success.

Responsibilities

• Proactively engage clients throughout their Relias journey to provide recommendations to improve adoption of products and consult on product best practices.
• Host individual client training sessions to understand client goals and prescribe targeted solutions.
• Contact clients who have filled out NPS surveys to resolve issues and concerns.
• Host open platform training sessions for a community of clients.
• Effectively manage/lead client expectations, handle crucial conversations, manage conflict with professionalism, and strive to maintain a positive client perception working with other departments to resolve issues/improve processes.
• Represent the voice of the client internally to support product roadmap and sales process.

Requirements

• Demonstrated knowledge of Relias solutions and functionality compared to competitors.
• Ability to build and maintain positive relationships with client stakeholders in various areas.
• Ability to problem solve and provide strategic guidance based on issues.
• Strong customer service skills and ability to manage multiple client needs and timelines.
• Strong written and verbal communication skills, including attention to detail.
• Strong presentation and project management skills.
• Experience with Microsoft Excel, Word, and PowerPoint.
• 2 years' experience in customer service, sales, or a SaaS organization.
• Bachelor's degree.

Nice-to-haves

• SaaS customer service experience
• eLearning product experience

Benefits

• 401(k) matching
• Health insurance
• Opportunities for advancement
• Paid time off
• Parental leave
• Work from home