Client Success Manager

Dakota Software; Yorktown (VA); Remote; USD 90,000 - 130,000; Full time

Job summary

Dakota Software is seeking a Client Success Manager to guide new and existing clients through implementation of our software, ensuring adoption and business value.

The role is fully remote with residency in the United States; you will own client projects, coordinate with analysts, create SOWs, manage risks, and drive renewals and expansions while delivering compelling presentations to stakeholders.

Qualifications

• Bachelor's degree in Sales, Business Administration, or related field.
• Experience in a customer facing role (customer success, account management, sales or consulting).
• SaaS customer success experience preferred.

Responsibilities

• Serve as the single point of accountability for client projects and escalation.
• Onboard clients and manage projects to accelerate value realization.
• Work with Business Analyst to design solutions and project approach.
• Create Statements of Work and project plans with milestones.
• Monitor work requests and schedule deployments to client sites.
• Coordinate project communications with stakeholders and team.
• Identify and manage project risks with clients to minimize impact.
• Maintain positive client relationships and measure satisfaction; educate on new features.
• Explore up-sell opportunities from existing relationships.
• Update management on major account developments.
• Demonstrate time-management and prioritization to meet deadlines.
• Deliver high-quality presentations.

Skills

Project management

Stakeholder comms

Client relationship mgmt

Time management

Presentation skills

Upselling

SaaS experience

Cross-functional collaboration

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: 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.

• 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
• 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
• 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
• 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
• Keep management abreast of developments in major accounts
• Bachelor's degree in Sales, Business Administration, or related field; 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
• Skilled in time-management and prioritization to meet close deadlines
• Ability to deliver high-quality presentations