Client Success Manager
West Corporation

Job Info

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For this opening we will consider candidates from the following locations: Boston,MA,United States | El Segundo,CA,United States

Intrado Digital Media is hiring a Client Success Manager to join our ever-growing segment in the Boston, MA or El Segundo, CA or Chicago, IL area.

Job Description
The Client Success Manager is the primary strategic partner to clients and plays an integral role in the customer journey. Through regular dialog, the Client Success Manager will build relationships that will allow for a deep understanding of the client's business goals, effectively drive usage and adoption, renewal of products and identify opportunities for expansion.

Responsibilities
Client Success Management Function - Execute a variety of client engagement functions in order to improve client capabilities and to support successful fulfillment of client business goals, while ensuring adherence to established company and departmental policies and procedures
• Develop a thorough understanding of Intrado Digital Media's product offering and roadmap
• Responsible for client engagement to drive education and training about their Intrado Digital Media solutions
• Monitor and facilitate the client's usage and adoption, and provide feedback to internal stakeholders to understand overall business needs as they related to Intrado Digital Media's products
• Develop, execute, and coordinate strategic plans to improve client success and capabilities by supporting the client's business goals
• Partner with internal teams to drive success of client goals, identify potential concerns, and revenue impacting issues, and work with stakeholders to present solutions
• Maintain a strong working knowledge of the investor relations industry and continuously keep up to date on best practices and provide feedback where opportunities exist
• Promotes customer loyalty to drive renewals and Identify opportunities for expansion
• Develop and coordinate regular business reviews with clients to assess usage & adoption, gather feedback, ensure they are on track for success and provide proactive thought leadership
• Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
• Drive renewal and Identify opportunities for expansion

Client Renewal and Outcomes: Responsible for being incredibly focused on client outcomes and retention for each contract renewal.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Collaborate closely with Sales to support new customers, renewals, and expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap
Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Intrado is providing
• Participate in client meetings and conference calls to identify issues and make recommendations on how to eliminate future occurrences
• Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
• Maintain current and up-to-date knowledge of clients
• Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client
• Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management

Client Relationships - Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service Intrado is providing

• Proactively offer consultative advice to management, detailing how program may be enhanced
• Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations
• Perform quality review of services provided
• Review trends and customer complaints to evaluate efficiency of workflow and current methods and procedures
• Identify trends indicating the need to revise existing methods and procedures

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts
• Cooperate with team members to meet goals or complete tasks
• Provide quality customer service that exceeds customer expectations and improves level of service being provided
• Treat all internal/external customers, team members and department contacts with dignity/respect
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Related Duties as Assigned
• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications.

Education
• Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field or equivalent work experience required

Experience
• Minimum 3 years in a Client Success or similar role with demonstrated record of success
• Strong prioritization and time management skills
• Excellent written and verbal communication skills
• Strong Microsoft suite skills; PowerPoint, Word and Excel
• Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success
• Strong Microsoft suite skills; PowerPoint, Word and Excel
• Excellent presentation & training skills
• Prior experience with CRM systems
• Comfortable training & interacting with clients at all levels of an organization remotely or in-person

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado Digital Media is proud to power mission critical communications and provides customers with everything they need to communicate with 4 key audiences: Employees, Customers, Investors and the media. Some of our popular solutions include marketing webinars, webcasting, virtual events, product launches, press release distribution, employee town halls, investor days audio, video and web conferencing.

Intrado's Digital Media solutions are proven to help reduce costs, attract new customers and keep our current customers loyal for life. We place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. This same desire we use to set our customers up for success applies to our employees as well. Intrado is committed to helping our employees and their families maintain a healthy work/life balance, to build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.

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