Client Success Manager (US-Based)

brightfin

2d • $70,000 - $85,000 • Remote

About The Position

brightfin provides clients with a suite of IT financial management and managed software subscriptions to enable your organization to rationalize, comprehend, normalize, optimize, and allocate spend to clearly show IT’s value in delivering revenue, services, and organizational enablement for the enterprise.
The Client Success Manager is the business and support interface between brightfin and the customer’s team. Responsibilities include overseeing the delivery of contractual scope for each customer within portfolio, customer satisfaction, scope management as well as meeting or exceeding contractual service level agreements. The Client Success Manager must have strong communication, presentation, customer service, analytical, and project management skills.

Requirements

• Must have minimum 3 years’ experience working in TEM or similar customer success environment.
• Exceptional communication skills, written and oral
• Strong aptitude for cross team collaboration and critical thinking
• Ability to lead customer escalation and expectation setting
• Moderate computer skills and typing ability
• Organized and punctual in task completion
• High school diploma or equivalent required

Responsibilities

• Establish and maintain the primary business relationships with customer teams.
• Creates and delivers quarterly business reviews, aligns initiatives with client and identifies upsell and cross-sell opportunities.
• Identifies business value provided by the contracted solution; understands the business objectives of the customers at various stages of the relationship to aligns services with those objectives.
• Understands the ROI calculations and ensures that the relationship is living up to expectations.
• Identifies areas of risk and takes steps to prevent customer and/or revenue churn.
• Responsible for defining and executing product adoption and customer retention plans. Coordinates with operational departments to ensure service levels are met and positive user experience.
• Own regular update calls to provide the customer with an overview of all activities taking place across the various services that are provided as part of the partnership.
• Ensure the support team is following rules of engagement as documented during implementation and updated throughout the partnership
• Handle customer and vendor escalations and engage management as required; identify potential challenges early and involve key resources to resolve thereby avoiding further escalations.
• Responsible for owning customer portfolio and delivering contracted services, including maintenance of any internal processes and documentation requirements
• Capture system or process enhancement asks; document and communicate needed enhancements to appropriate internal stakeholders for work/cost estimations.
• Ensure customer is aware of enhancements and functionality additions and collaborate with customer to use/implement such functionality where appropriate.
• Track customer satisfaction levels and make recommendations for improvement.
• Oversight of customer invoicing as it relates to contractual deliverables. Works with bf Finance/Accounting on any invoicing related questions and corrections.

Benefits

• brightfin offers a comprehensive health, dental and vision benefits package.
• Paid time off. We strongly believe in work-life balance and taking time for yourself.
• 401K with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED