Client Success Manager

We are looking for a Client Success Manager who will be the client advocate for ongoing technical operations and support services. This position is also responsible for keeping an eye towards identifying additional opportunities for Worksighted to add value to the existing relationship. Client Success Managers are technically savvy, exceptionally client-centric, multi-tasking individuals who act as a conduit for clients and also help the company maintain and grow the revenue base for managed clients.

Who You Are:

• You hold a bachelor’s degree specializing in Business, Marketing, IT, OR you have equivalent work experience.
• You have at least two (2) years of experience in engineering or technical support.
• You have at least three (3) years of experience in any combination of technical, sales, and/or customer service.
• You have a basic knowledge of MS Office (MS Word, MS Excel, etc.)
• You have basic experience with Salesforce & Lifecycle Insights.
• You have previous experience in business to business sales.
• You have a customer-first orientation and the ability to communicate effectively.

What You’re Accountable For:

• Assisting clients with navigating the technical and process aspects of working with Worksighted by serving as a technical liaison, client advocate, trusted advisor, and point of escalation.
• Analyzing clients’ business and technical needs. Working with internal engineers to develop and propose solutions to meet those needs. Articulating the solution to the client so their understanding and needs are met by the proposed solution.
• Developing a plan and executing alignment for clients with Worksighted’s tech stack by understanding the client’s business needs. Working to establish IT strategy and annual customer IT budgets.
• Educating clients on how existing and new product features and functionality work, and how it can contribute to their business growth.
• Delighting customers with a positive, customer-centric attitude.
• Creating and delivering quotes and proposals to help reduce problems and keep the client’s environment running optimally. Driving expansion and opportunity development.
• Maintaining thought leadership with customers through technology business reviews.
• Managing existing relationships with clients by serving as the main point of contact, facilitating requests, and engaging the right resources at the proper times.
• Monitoring support needs and working closely with client contacts to proactively plan and review the effectiveness of service delivery by analyzing the client’s incident usage. Making recommendations to help maximize support utilization.
• Maintaining and growing the revenue base of managed accounts by account retention, agreement compliance, and renewals.
• Overseeing the client onboarding experience and adherence to internal documentation for customer accounts.
• Developing and sharing best practices with team members to promote standardization and clear documentation.
• Utilizing the company-provided tools for weekly check-ins, 1-on-1s, and L10 meetings to ensure frequent communication and collaboration.
• Any other duties or tasks assigned by the Company.

What You’ll Use:

• Microsoft 365
• Salesforce
• ConnectWise
• 3CX
• Lifecycle Insights

Why You’ll Love Worksighted:

• Competitive benefits package including medical, dental, and vision insurance, company matches to 401(k) and HSA accounts, and company-paid short-term disability and life insurance policies.
• Generous compensation package with a quarterly bonus program.
• Paid time off for vacations, sick time, and personal days, plus a paid day off on your birthday!
• Well-rounded approach to employee wellness with benefits such as a monthly wellness stipend, free healthy snacks, and an Employee Assistance Program.
• Monthly cell phone stipend.
• Open and collaborative work environment – both in office and from home.
• Frequent employee engagement activities ranging from potlucks to company-wide games of virtual BINGO.
• In-depth onboarding program including lunch with leadership, job shadows with every department of the company, and thorough on-the-job training.
• Continuous performance management process with open communication, consistent check ins, and support from leaders.