Client Success Manager

Dakota Software; Connecticut; Remote; USD 80,000 - 110,000; Full time

Job summary

Dakota Software is seeking a Client Success Manager to guide clients through implementation of the software, drive adoption, and demonstrate business value to secure long-term retention. You will own end-to-end client projects, manage onboarding, and collaborate with internal teams to address needs and opportunities.

You will engage with stakeholders, forecast value, and expand relationships while maintaining high client satisfaction.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in a customer facing role such as customer success, account management, sales or consulting.
• Experience in SaaS customer success or SaaS software sales preferred.
• Ability to communicate effectively verbally and in writing.
• Strong time-management and prioritization to meet deadlines.
• Ability to learn new technologies quickly.

Responsibilities

• Act as the single point of accountability for all aspects of client projects and as an escalation point.
• Project manage client onboarding to successful outcomes and accelerate value realization.
• Engage with client stakeholders to understand goals and objectives.
• Collaborate with the Business Analyst to determine solutions and project approaches.
• Create Statements of Work (SOWs) and project plans with milestones.
• Monitor and facilitate completion of work requests and deployments at client sites.
• Resolve issues by facilitating communication and clarifying requirements.
• Manage project communications to stakeholders and team members.
• Identify and manage project risks with clients to minimize impact.
• Drive early adoption, set KPIs and success metrics.
• Maintain relationships, measure satisfaction, and educate on new features.
• Mine current relationships for up-sale opportunities and renewals.
• Forecast sales projections and value of deals.
• Keep management informed of developments in major accounts

Skills

SaaS sales

Customer success

Account management

Project management

Communication

Time management

Presentation skills

Negotiation

Independent worker

Education

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

Job description

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