Senior Client Success Manager

Velozient; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A dynamic nearshore software engineering company is seeking a Senior Client Success Manager to drive client engagement and retention. This remote role requires 7+ years of experience in client-facing positions, strong communication skills, and the ability to manage complex client environments. Responsibilities include developing long-term client relationships, executing retention strategies, and collaborating with internal teams. The company offers a collaborative work culture and competitive benefits, including 15 days of Paid Time Off.

Serviços

15 days Paid Time Off (PTO)

Collaborative learning culture

Qualificações

• 7+ years of experience in Client Success or a related customer-facing role.
• Experience collaborating closely with Sales, Recruiting, Operations, and Finance.
• Understanding of software development lifecycle (SDLC) process.

Responsabilidades

• Develop strong client relationships built on advocacy.
• Identify and close new sales opportunities within existing accounts.
• Plan and execute successful client retention programs.

Conhecimentos

Excellent English verbal and written communication skills

Client relationship building

Data-driven approach

Strong organizational skills

Proficiency with Microsoft Office Suite

Formação académica

Bachelor's degree in business, marketing, computer science, or a related field

Ferramentas

Applicant Tracking Systems (ATS)

Customer Relationship Management (CRM) systems

Descrição da oferta de emprego

Senior Client Success Manager We are looking for a full-time, remote Senior Client Success Manager with 7+ years of experience working in a software, technical recruiting, or technical outsourcing client services role. This role combines client advocacy with revenue responsibilities, focusing on retention and growth within existing client accounts.

This individual will build loyalty and long-term engagement with our clients driving strategy and execution within client retention programs, account reviews, health checks, cross-sales, issue resolution, interview management, KPI tracking and administration, and more.

Reporting to the Head of Client Success, you will advocate for the client across all of Velozient and will play an integral role in our service delivery team.

Responsibilities

• Develop strong client relationships built on high responsiveness and advocacy
• Serve as the primary owner of account growth plans, including retention, expansion, and long-term account value
• Identify and close new sales opportunities within existing accounts, build job descriptions when necessary, and kick off new job recruiting efforts
• Plan and execute successful client retention programs that drive loyalty and satisfaction measured by NPS and CSAT respectively
• Review and submit candidates for open client jobs
• Coordinate candidate interviews and gather feedback communicating next steps within the People Success (a.k.a., recruiting) and Account Management teams
• Collaborate with account managers on key account activity
• Conduct client onboarding sessions
• Perform periodic health checks and ensure new resources are onboarded successfully with the client
• Collaborate with People Success in investigating and resolving resource issues
• Provide needed service information to clients including resource holiday calendars and answer general client inquiries
• Coordinate and contribute to annual account review preparation and execution
• Exhibit high integrity, a self-starter approach, and commitment to owning work outcomes

Required Experience

• Excellent English verbal and written communication skills with the ability to lead executive-level conversations
• 7+ years of experience in Client Success, Account Management, Client Services, or a related customer-facing role within recruiting, staffing, SaaS, or professional services environments focused on software / technology
• Understanding of software development lifecycle (SDLC) process and related technical roles
• Proven ability to build and maintain long-term, trusted client relationships across multiple stakeholder levels, including senior leadership
• Proven experience growing revenue within existing client accounts through cross selling or account expansion
• Strong background conducting client onboarding, health checks, and business reviews to ensure successful outcomes and long-term engagement
• Experience collaborating closely with Sales, Recruiting / Delivery, Operations, and Finance teams to drive client success and account growth
• Data-driven approach to managing accounts, including tracking KPIs, NPS, CSAT, retention, hiring velocity, and revenue growth
• Comfort managing complex client environments, navigating change, resolving issues, and balancing client advocacy with business objectives
• Strong, innate desire to advocate for the client
• Strong organizational skills, accountability, attention to detail, and multi-tasking background
• Proficiency with Microsoft Office Suite (i.e., Outlook, Excel, Word, and PowerPoint)
• Self-motivated, results-oriented, accountable, and trustworthy

Preferred Experience

• Bachelor's degree in business, marketing, computer science, or a related field
• Experience selling IT, software development, or outsourcing services
• Experience working with Applicant Tracking Systems (ATS) and Customer Relationship Management (CRM) systems

Additional Information

Enjoy a fun, fast-growing entrepreneurial company, and work with smart and creative people

Be part of a highly collaborative learning culture - share knowledge, be inclusive, learn and grow together. Embrace teamwork!

Knowing your ideas are heard and matter - think big!

Making mistakes is human - lets learn from them - be transparent!

We recognize you as an individual - no presumptions or judgment

15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays

About Velozient

We are a privately held, nearshore software engineering company providing outsourced software resources to North American companies. Our mission is to offer engineering talent that enjoy taking on challenging work, want to grow their skills and experiences building and delivering software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team!