Client Success Director

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

The Client Success Director is responsible for designing and presenting solutions, onboarding clients, growing and retaining enterprise clients, and mentoring junior members of the Client Success team at Lighthouse. By leveraging deep knowledge of Lighthouse solutions, the Client Success Director will help clients maximize the initial value they receive from Lighthouse, ensure we are meeting client expectations across all services, and continue to drive growth through value added services and consultative selling.   The Client Success Director is responsible for leading and managing at least $10M in business with a diverse group of clients, and is able to independently sustain client relationships, retention, and growth YoY.  The Client Success Director also assists the sales team in client meetings and presentations, RFP responses, explaining ROI to our clients, running client business review, showing Lighthouse solutions, and demoing products. 

What will this person do?

• Foster ongoing relationships with clients, being aware of clients’ individual needs, and using key information to help drive product/service adoption 
• Improve client experience by anticipating customer needs, consulting proactively, and performing gap analysis
• Develop new business opportunities with existing clients by promoting company products and services
• Use consultative selling techniques, and be the voice for service and product implementation at an enterprise level
• Communicate, present, and influence key stakeholders at all levels of an organization  
• Develop new business opportunities with existing clients through 
• Create medium to long-range plans and helping prepare strategies to protect, grow, and diversify the relationship 
• Identify root causes for customer churn and possible client dissatisfaction proactively
• Respond to client issues directly, being adaptable and flexible, and diving into unexpected situations
• Prioritize and effectively apply different models of customer engagement - from high touch focused on customer intimacy to low touch for efficiency
• Keep clients proactively updated about new tools, products, and offerings; and providing client demonstrations
• Guide clients through onboarding processing, initiatives, working sessions, and presentations 
• Create client deliverables including client playbooks, marketing materials, and responding to RFP/RFI’s
• Understand client requirements for both case level and program level initiatives
• Develop implementation plans for new products and services
• Create training materials for the team and mentor junior Client Success team members
• Perform other related duties as assigned.

Bring your passion and together we will shine.  It would also be great if you have the following:

• Bachelor’s degree (Masters or JD a plus)
• 7 years of work experience with Sales, Sales Support, or project management experience
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Experience with enterprise level deployments and program management
• Technical certifications preferred (e.g. RCA)
• Strong analytical and logical skills
• Strong client empathy
• Ability to build relationships with clients
• Ability to affect and influence change with clients
• Outstanding organizational skills and the ability to multitask
• Ability to problem solve and change course/re-plan when issues arise or situations without clear parameters
• Ability to scope and understand a client’s case and program level goals and needs; and develop a plan around them
• Ability to deliver detailed / complex information clearly
• Ability to assist Sales in proposals and presentation as well as upsell Lighthouse products
• Strong technical writing and presentation skills. 
• Ability to foster positive and professional relationships at all levels internally and externally
• Delegate work to Client Services, Advisory Services, and other departments.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table