The Client Success Manager engages clients to understand their goals, develops strategies to meet those goals, manages client health, and reduces churn through proactive outreach and relationship-building.
Position Purpose
The Client Success Manager will focus on proactive outreach and engagement with Viventium clients to understand the outcomes they seek and develop a plan to deliver by working with Development, Sales, Account Management, and Client Services. The successful Client Success Manager will establish relationships with assigned clients, partner with them in delivering value (outcomes), increase renewals, and reduce attrition due to increased satisfaction with Viventium.
Essential Duties and Responsibilities
- Engage and inform key end users of Viventium solutions
- Coordinate and conduct business reviews and executive business reviews based on segmentation targets
- Proactively establish productive and professional relationships with key personnel in assigned client accounts with recurring checkpoints and reviews
- Monitor assigned client renewal dates and proactively establish intent to renew and mitigate churn
- Coordinate the involvement of company personnel, including support, development, professional services, sales, and leadership resources, to identify and deliver the client’s desired outcomes
- Proactively establish a strategic client success planning process that develops mutual performance objectives, financial targets, and long-term critical milestones
- Proactively assess, clarify, and validate client needs continuously
- Facilitate resolution to unresolved client issues
- Maintain and manage the overall health of assigned clients and address clients at risk based on established health indicator criteria
- Based on successful planning and engagement, generate qualified upsell opportunities for the Account Management team
- Identify, manage, and maintain the current phase of assigned clients relative to the established client lifecycle
- Work with assigned clients to enhance adoption, manage risk, proactively mitigate risk, and achieve client outcomes
- Ability to demonstrate and convey, at a high level, key functionality within assigned core platform/solution
- Conduct health checks/optimizations to identify areas of the application that, if leveraged, support the client's business goals and outcomes
- Travel 20%-25% as required by client segment/need
Minimum Qualifications
- 2+ years experience in engaging clients, identifying issues/opportunities, and resolving issues
- Excellent verbal and written communication skills
- Strong listening skills and presentation skills
- Ability to build strong rapport and establish trust and credibility through a consultative, proactive, and attentive approach
- A self-starter who can effectively work within a strong team culture
- Time management skills - able to manage multiple priorities effectively
- “Demo level”/high-level product knowledge and familiarity
- A problem-solving aptitude
- Proven and successful client rapport
- C-level and end-user relationship management skills and experience
Preferred Qualifications
- Experience in payroll and/or HCM industry
- Experience in the Homecare, Hospice, Private Duty, Skilled Nursing, LPC, or Senior Living
Top Skills
Hcm
Payroll
Viventium Solutions
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