Client Success Manager

Company Description

About Sibylline

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services.

The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

Key attributes of Sibylline employees are:

• Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

Job Description

Position Summary

The Client Success Manager is a remote role based in the United States, and reports to the Head of Sales, and Senior Manager, Client Success. The Client Success Manager drives sales growth and client retention through organising and managing a full spectrum of business development activities and being the first point of contact for our clients, both new and existing.

This is a client-facing role, and strong verbal and written communication skills are essential. The Client Success Manager needs to be able to confidently speak and liaise with clients and stakeholders across all levels of the business, as well as representing Sibylline at numerous industry events.

Full support and guidance will be provided from our head office, including training and professional development.

Responsibilities

• Business Development: Undertake business development and cold outreach within the US market.
• Sales / Proposals: Take a consultative approach to sales, scope the needs of prospects, develop appropriate content in partnership with internal Sibylline teams, price and deliver proposals.
• Events: Attend industry events around the US and, at times, internationally to meet with clients and develop new leads.
• Contracting: Refine and negotiate appropriate language in contracts with clients.
• Client Retention: Engage with clients on a regular basis to ensure they are satisfied.  Seek feedback and opportunities for upselling, and ensure renewals are undertaken on time. Act as the main point of contact for all client needs and drive delivery from product teams.
• Client Feedback: Actively seek client feedback to contribute towards product improvement and development.
• Other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities

• Driven self-starter capable of working under minimal supervision.
• Excellent written and verbal communication skills; client care skills, and excellent influencing skills. 
• Commercially astute, pro-active, self-confident, and willing to take responsibility.
• Consulting or sales experience essential
• Organised, methodical, detail oriented, discreet, and confidential.
• Knowledge of client relationship management systems and business development processes.
• Excellent time management skills and ability to multi-task and prioritise work.
• Strong organisational and planning skills.
• Strong interpersonal skills and ability to quickly forge positive relationships with both external and internal stakeholders.
• Advanced knowledge of Microsoft Office, including Excel, PowerPoint, and Word.
• Familiarity with Customer Relationship Management (CRM) systems and knowledge management tools.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a relevant field from an accredited college or university; or equivalent professional experience with an interest in global affairs. Master’s degree, preferred.
• Minimum of 5 years of relevant professional experience. Experience working in relevant sales or consulting roles, preferred.
• When conditions allow, able to undertake domestic and international travel as required.
• Preferred experience working with C-Suite and executives.

Additional Information

Interview Process 

• Initial call with our Talent Acquisition team member
• Panel interview with some of the team members and hir