Serving as the primary interface to one or more Ensono clients, the Client Success Manager will be responsible for the following:
Coordinating internally across Ensono with cross-functional teams such as Technical Operations, Solution Architecture, and Program/Project Management to ensure the relationship and projects stay on track, achieve the desired outcomes, and meet the contractual obligations
Review and explain Public Cloud utilization for the propose of invoicing
Establishing an account governance model by creating the right meeting cadence, aligning the right time and content appropriate for the executives as management levels, and ultimately maximizing each client’s time
Effectively monitor, manage, report, and strategically reduce planned revenue reductions
Be able to communicate with internal and external senior executives including, but not limited to (CEO, President, CIO, SVP)
Directing assigned Client Success support resources to capture important client data and conduct analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs, and operational data to identify strategic pricing options while managing client churn.
Building relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes
Identifying a customers’ business outcomes, creating a unique plan to align Ensono products and services, tracking/reporting client outcomes against that plan, and ensuring continuous improvement of the customers’ environment throughout the engagement
Collaborating with the Client Partner (Sales) to build a strong account plan and coordinate to effectively manage client relationships, strategic outcomes, opportunities, and manage the client’s overall contractual relationship
Manage critical client issues/incidents via an ITSM based approach, communicating the client’s expectations and ensuring coordination across the Ensono team to deliver
Assess account performance through Ensono’s Client Health Dashboard and work across Ensono teams to manage client challenges and deliver high quality service to each client
Providing technical support or training on Ensono products (i.e., client portal) by coordinating with internal SME’s and support organizations
Becoming a product advocate and providing guidance and recommendations to clients, strengthening the relationship as well as surpassing expectations
Staying informed of the latest industry news, trends, products, services, competitors and existing and emerging technologies that may impact present and future client performance.
Client Success team members should possess extraordinary interpersonal skills, excellent communication skills and be strong leaders for their client within the organization.
Highly motivated, organized and have experience directing activities cross-functionally within the organization.
Each Client Success team member should be proficient in the following:
Client relationship management – both on the ground and via collaboration tools
Microsoft Office Suite tools with the ability to create PowerPoint and Excel documents that tell a meaningful story through data
IT Service Management best practices – ITIL Certification preferred
Additional requirements should include but not be limited to:
· 10+ years of client success and/or account management experience managing clients
· Experience in management consulting a plus
· Experience with clients in the Financial Services Sector
· Proven success with Large, multi-platform, fully outsourced environments is a must
· Exceptional multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day
· Self-motivated with a strong desire to learn quickly, multi-task, and work independently as well as part of a team
· Excellent written and verbal communication skills
· Experience in leading a cultural transformation and ability to drive the client through a transformational change