Job Description

Title: Sr. Client Success Manager

Type: Full-time

Location: Remote – must be able to travel 4 days/month to Virginia

Comp: $95-$110k + 10% bonus (& travel expenses)

Responsibilities:

• Develop & execute a customized Program Management Plan to meet Clients’ safety program objectives
• Be the main point of contact for the Client from deployment through to renewal
• Build strong relationships resulting in high levels of client engagement with assigned accounts
• During deployment responsible for designing and configuring the platform to meet the unique needs of the client and ensure it helps to solve their problems
• Act as a subject matter expert and consult on topics including change management, communication strategy, risk management, coaching techniques and more
• Work with cross-functional teams to ensure smooth execution of installations, training and customer support
• Serve as point of contact for client escalation issues
• Create and deliver effective onsite and web-based training and best practice presentations
• Present data analytics highlighting program performance and financial metrics to executive level clients
• Provide day-to-day support to Safety Leaders
• Partner with Account Team on expansion opportunities and renewal efforts
• Responsible for delivering high levels of customer satisfaction

Must have qualifications:

• Bachelor’s degree, or equivalent years of experience desired
• 5+ years’ experience in an account management role within a fast-paced, commercial products or SaaS environment
• Strong customer focus, problem resolution & communication skills
• Experience working with decision makers within an organization
• Analytical and expert skills with Microsoft Excel
• Ability to effectively present key performance metrics to executive level clients
• Great organizational skills for customer and product information
• Strong technical acumen; ability to learn technical products quickly and work effectively with both technical and non-technical teams.
• Demonstrated success managing complex projects
• Experience with managed services, trucking, and fleet industry is highly preferred
• Ability to travel 10 -15%

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