Client Success Manager

ComplyAuto; United States; Remote; USD 58,000 - 63,000; Full time

Job summary

ComplyAuto seeks a Client Success Manager to foster lasting client relationships and oversee compliance and cybersecurity needs. The role involves expert client education, training, and satisfaction measurement, ensuring clients maximize product utility. This fully remote position offers exceptional benefits and competitive pay for candidates residing in specific U.S. states.

Benefits

401(k) with matching up to 5%

100% premiums for medical, dental, and vision insurance

Unlimited Paid time off and 11 holidays

Full-time remote opportunity with equipment provided

Qualifications

• Bachelor's degree in any field or associate degree plus 3 years customer service experience.
• Proven ability to build and maintain long-term relationships with clients.
• Exceptional communication skills needed.

Responsibilities

• Cultivate robust relationships with clients and drive satisfaction.
• Promote product adoption and educate clients on features.
• Conduct regular check-in meetings and maintain high retention rates.

Skills

Interpersonal skills

Communication skills

Relationship building

Time management

Problem-solving

Education

Bachelor's degree

Associate degree and 3 years of customer service experience

Job description

ComplyAuto is a RegTech company offering cloud-based software that helps companies enhance their compliance and security capabilities while becoming more efficient and cost-effective. ComplyAuto manages and automates compliance decisions, performing tasks that would normally require manually-intensive processes and human intelligence.

ComplyAuto began as a privacy compliance company for automotive dealers, but has quickly expanded into other verticals and compliance areas including cybersecurity, EHS (environmental, health, and safety), and legal compliance.

If you're a motivated Client Success Manager who is eager to contribute to a variety of projects while enjoying an array of exceptional benefits, we are excited to review your application!

Salary Range: $58,000-$63,000 base pay plus eligible for quarterly bonuses and overtime

Working Hours: Monday through Friday, 9:00 AM to 5:30 PM EST with a thirty-minute lunch break. This position also requires occasional travel up to 20%, providing the opportunity to engage directly with clients and partners outside the employee's home office. Hours will vary on traveling days based on need.

To assist in minimizing travel, the Company is hoping to hire candidates located in the following states: CT, DE, MD, MA, ME, MI, NJ, NH, NY, OH, PA, RI, and VT.

Benefits:

• 401(k) $1 to $ 1 match up to 5%
• Medical, dental, and vision insurance; we pay 100% of premiums for employee and family
• HSA contribution for qualifying plans
• Unlimited Paid time off and 11 observed holidays
• Full-time remote opportunity, equipment provided

Essential Duties & Responsibilities: The primary objective of a Client Success Manager (CSM) at ComplyAuto is to cultivate robust and enduring relationships with our clients, driving business enhancement and fulfilling cybersecurity and compliance requirements. Success in this role is multifaceted, encompassing client satisfaction and retention, product adoption and expansion, customer education and training, risk mitigation and compliance management, and profound industry knowledge. To achieve these goals, CSMs are engaged in various activities such as customer onboarding meetings, account audits, promoting new products, and consistent follow-up with customers. Key duties as follows:

• Achieve high client satisfaction and retention rates.
• Demonstrate the long-term value of our products.
• Conduct regular check-in meetings with clients, ensuring a minimum quarterly engagement.
• Promote product adoption by clearly explaining compliance requirements.
• Aim for a 99% retention rate and a 9/10 satisfaction rate on biannual customer surveys.
• Maintain continuity of contact with clients onboarded to prevent loss of connection.
• Motivate clients to fully leverage the software's features and capabilities.
• Guide clients towards adopting new functionalities as they become available.
• Introduce new products to existing clients in line with ComplyAuto's releases.
• Meet or exceed product mention goals as specified by the Client Success Director.
• Facilitate customer onboarding as per the guidelines set by the Client Success Director.
• Maintain an 85% average compliance score among all managed accounts.
• Organize quarterly meetings for ongoing education on our product suite.
• Travel to provide tailored, in-person training sessions, ensuring a deeper understanding and engagement with our product.
• Support clients in mitigating cybersecurity risks and ensuring continuous compliance with relevant standards and regulations.
• Proactively monitor customer account usage to identify potential vulnerabilities.
• Encourage the adoption of comprehensive security solutions like Coro and Duo.
• Stay informed about industry trends, emerging threats, and regulatory changes, especially those affecting car dealerships.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's degree in any field or associate degree and 3 years of customer service experience any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

• Valid driver's license and clean motor vehicle record
• Proven ability to build and maintain long-term mutually beneficial relationships with customers
• Demonstrated experience providing effective education, training and/or transferring product or service knowledge to end users
• Ability to work with computer software programs sufficient to effectively and efficiently provide instructions, guidance and interpretation of software program data and reports
• Ability to meet regular attendance expectations and meet tight deliverables deadlines
• Excellent interpersonal skills with ability to establish and maintain effective working relationships and successfully interact with people at all management and support levels, within and outside the organization.
• Exceptional communication skills both written and verbal with the ability to influence stakeholders.
• Proven ability to manage multiple accounts while maintaining attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proven ability to consistently perform duties with integrity, effectiveness, efficiency, and at the highest level of professionalism.
• Demonstrated experience in Client Success or Account Management roles preferred
• Ability to work effectively and efficiently remotely and travel up to 20% to clients for in-person meetings to strengthen relationships and address their needs effectively.

Applicants must be authorized to work in the United States and able to provide proof of work authorization within three days of start date. We are unable to sponsor or take over sponsorship of employment visas at this time.

This is a fully remote opportunity, but candidates must reside within the Continental United States. Please note that we are not accepting applications from candidates residing in California, Hawaii, and Alaska for this position.

ComplyAuto is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, age, religion, sexual orientation, national origin, disability, gender identity, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state, or local laws.

ComplyAuto is an equal opportunity employer. We participate in the E-Verify program.

Background check required.