Client Success Manager

Dakota Software; Central City (NE); Remoto; USD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

Dakota Software is seeking a fully remote Client Success Manager to guide new and existing clients through implementation and adoption of the SaaS platform. The role focuses on maximizing business value, retaining customers, and driving expansions while managing projects and stakeholder communications.

You will lead onboarding, define success metrics, and collaborate with sales and product teams to ensure client goals are met across multiple states included in the eligible remote list.

Competenze

• Bachelor's degree in Sales, Business Administration, or related field or equivalent experience.
• Experience in a customer facing role such as customer success, account management, sales or consulting.
• Experience in SaaS Customer Success or sales preferred.

Mansioni

• Act as the single point of accountability for all client projects and as escalation point.
• Onboard clients to successful outcomes and accelerate value realization.
• Engage with client stakeholders to understand goals and objectives.
• Collaborate with Business Analyst to determine solutions and project approach.
• Create SOWs and project plans with milestones and tasks.
• Forecast sales projections and manage renewals and expansions.
• Drive early adoption by setting KPIs and success metrics.
• Maintain positive relationships and measure customer satisfaction.

Conoscenze

Client success

SaaS sales

Communication

Time management

Project management

Presentation

Negotiation

Independence

Formazione

Bachelor's degree in Sales, Business Administration, or related field

Descrizione del lavoro

THIS POSITION IS FULLY REMOTE

Applicants need to reside in one of the following states: CT, FL, GA, IL, KS, MI, NC, NE, NJ, NY, OH, PA, TN, TX, VA, OR, WA, LA

Position Description

The Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.

Key Responsibilities

• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources


• Project manage client onboarding to successful outcomes, accelerating the time they begin finding value


• Engage with client stakeholders to understand the client's business goals and objectives


• Collaborate with the Business Analyst to determine a solution to client request and project approach


• Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones


• Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites


• Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements


• Manage and facilitate project communications to stakeholders and project team members


• Identify and manage project risks, and work with clients to avoid or minimize impact


• Drive early adoption, setting KPIs and success metrics


• Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features


• Mine current customer relationships for up-sale possibilities, expansions and renewals


• Accurately forecast sales projections and the value of deals


• Keep management abreast of developments in major accounts

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience


• Experience in a customer facing role, such as customer success, account management, sales or consulting


• Experience in Customer Success in a SaaS business preferred


• SaaS software sales experience preferred


• Ability to communicate effectively in both oral and written form


• Skilled in identifying needs and solutions to problems


• Ability to process information logically


• Skilled in time-management and prioritization to meet close deadlines


• Ability to follow instructions, and proven methods or techniques to client success


• Skilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationships


• Ability to deliver high-quality presentations


• Skilled in persuading others to change their minds or behavior


• Skilled in bringing others together and negotiating


• Proven ability to work independently and in a team environment


• Ability to learn new technologies quickly