Client Success Manager ll

Client Success Manager ll

Requirements

• Bachelor’s degree, or equivalent years of Customer Success experience desired
• 3-5 years experience in an account management role within a fast-paced, commercial products or SaaS environment
• Customer-first mentality and talent for building strong relationships with clients and colleagues
• Strategic problem-solving and critical-thinking skills
• Experience partnering with customers to define and achieve business outcomes
• Apply high emotional intelligence (EQ) to develop relationships at all levels within your assigned portfolio
• Aptitude for metrics and advanced skills with Microsoft Suite including Excel, PowerPoint, Word; experience with Tableau, Power BI and reporting suites strongly preferred
• Ability to translate various data points into a compelling business story to drive client action
• Ability to effectively present, via Zoom or in-person, key performance metrics to executive level clients
• Demonstrated success in organization and project management
• Excellent written and verbal communication skills, particularly strong persuasion and negotiation skills
• Ability to learn technical products quickly and work effectively with both technical and non-technical teams
• Experience with CRM, CSS, and LMS systems such as Salesforce, Totango, and Skilljar
• Ability to travel up to 10%

Responsibilities

• Own a dedicated portfolio of Lytx clients with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Align with each client’s desired business outcomes, enable features based on their existing use cases, and work with them throughout their customer journey to expand Lytx features addressing additional use cases ensuring client’s return on investment
• Develop and execute a customized Success Plan to meet Clients’ safety program objectives
• Onboard and train new clients on the platform, use cases, and best practices for running an effective safety telematics program with Lytx
• Act as the main point of contact for the Client from onboarding and deployment through renewal and liaise where needed with cross-functional teams
• Act as a trusted advisor and business consultant with technical expertise to drive client results
• Design and configure the Lytx platform to meet the unique needs of the client to solve their business problems
• Act as a subject matter expert and consult on topics including change management, communication strategy, risk management, coaching techniques and more
• Serve as the voice of the customer by advocating for their needs to cross-functional partners such as product, technical support, implementations and orders
• Proactively identify risks to achieving value realization based on established success plans and work closely with client to mitigate risk
• Conduct quarterly cadence reviews with each client to align on value realization, business priorities for quarter/year, and provide thought leadership specific to each client’s evolving business needs
• Present program data analytics highlighting program performance and financial metrics to executive level clients
• Provide day-to-day support to client Safety Leaders
• Partner with Account Team on expansion opportunities and renewal efforts
• Serve as a point of escalation for Client issues and work to mitigate churn
• Assist in managing or leading special projects as desired
• Other duties assigned

Preferred Qualifications

• Experience with managed services, trucking, and fleet industry is highly preferred