Client Success Manager

The Client Success Manager is responsible for building and maintaining strong, long-term relationships with clients, ensuring client satisfaction, growth, and retention. This role involves proactive communication, problem solving, and understanding of client needs. This role will be based out of one of our office locations, (Pittsburgh, PA, Chattanooga, TN or Portland, ME). You will work on a hybrid schedule with two days per week in the office.

 

What you’ll do:

• Guide new clients through the onboarding process, ensuring a smooth transition and a clear understanding of the products and services.
• Partner with the Account Executives to foster and maintain strong relationships by conducting regular check-ins, providing updates on features, and sharing best practices.
• Identify and address client issues or concerns effectively, coordinating with internal team to provide timely resolutions.
• Work to renew client contracts and identify opportunities for upselling additional products or services that align with the client’s needs.
• Gather and analyze client feedback to improve the client experience.
• Serve as an SME to junior level staff, offering coaching and support.
• Stay informed on market trends, industry developments, and competitors to identify opportunities or threats.
• Maintain accurate and up-to-date records of client interactions, sales activities and forecasts.

 

To Qualify for the role, you will have:

• Bachelor’s degree in business, marketing, or a related field (or equivalent work experience)
• 2-4 years of experience in client success, account management or a related role

 

Skills and attributes for success:

 

• Excellent communication, negotiation, and presentation skills.
• Strong problem solving and conflict resolution abilities.
• Customer focused with a genuine desire to help clients succeed
• Detail oriented and highly organized
• Prior experience with SaaS (Software as a Service) and enterprise software (desirable).
• Prior experience with professional services (desirable).
• Demonstrated professional integrity.
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs.
• Ability to exercise discretion and make independent judgments on matters of significance.
• Ability to work well in a fast-paced, small-team environment.
• Ability to work independently, multi-task, and prioritize effectively.
• Ability to establish and maintain effective working relationships with colleagues and clients.
• Familiarity with CRM software and sales tools.
• Results-driven, with a demonstrated ability to meet and exceed sales targets.

 

What working at ACA offers:

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well