Lead Client Manager (CM)

Symplicity; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Symplicity in Arlington, VA seeks a Lead Client Manager to oversee a team delivering client success across product sets. You will drive risk mitigation, expansion opportunities, and proactive engagement with decision makers to maximize client value.

The role requires travel (10-25%), and will involve mentoring, performance management, and coordinating client delivery with implementation specialists and sales teams. Customer success tools and best practices will be used to ensure outcomes.

Qualifications

• Bachelor's degree required.
• Experience in Higher Education market preferred.
• Strong verbal and written communication skills.
• Detail oriented with problem solving abilities.
• Outgoing, high energy, friendly personality.
• Personal initiative and self-motivation.
• Team player, cooperative and flexible.
• Ethical business standards.

Responsibilities

• Supervise and lead the Client Managers assigned to the Lead's product set.
• Report to Senior Director of Client Success on team performance.
• Provide day-to-day guidance, coaching and annual performance oversight.
• Support hiring, disciplinary, and exit processes as needed.
• Coordinate client resources and communications (bi-weekly updates, webinars, etc.).
• Identify at-risk clients and drive renewal and expansion efforts.
• Maintain feedback loops with Sales, Support, Product, and Marketing.
• Ensure proper use of customer success tools.
• Engage with clients to implement Symplicity systems and achieve goals.

Education

Bachelor's degree

Job description

The Lead CM will lead a team of client managers across assigned products toward the goals of:

• Risk Detection & Mitigation
• Opportunity Identification for Contract Expansion
• Proactive Connections with Decision Makers
• Expanded system knowledge & usage across client base

This position is required to travel, and 10%-25% travel is typical for this role.
Business needs will dictate the amount of travel required, which may be more/less than the typical amount specified.

Essential Duties

Provide supervisory support and leadership to the Client Managers assigned to the Lead's product set:

• Report directly to the Senior Director of Client Success on current state of Client Managers under the Lead's supervision.
• Provide day-to-day guidance, support, coaching and oversight to the team including 1 on 1 meetings, team meetings, and annual performance review (ARP) oversight/execution.
• Support employee selection/hiring, disciplinary, and exit processes as needed.
• Coordinate team delivery of client resources and mass communication, including but not limited to bi-weekly emails, product release information, weekly/monthly webinars, office hours, etc.
• Lead efforts to identify and turn around at-risk clients.
• Maintain feedback loops to other Symplicity teams (sales, support, product, marketing, etc.), sharing client feedback and representing the client perspective
• Maintain feedback loops to leadership on current state of the business specific to client health, renewal risk, and expansion opportunities.
• Ensure utilization of customer success tools.
• Other duties as assigned.

Act as Client Manager to a small portfolio of clients:

• Work with the billing team to assist in any issues, invoices, and new sales quotes.
• Actively support quick and effective implementation of new Symplicity systems assigned in conjunction with Implementation Specialists.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Engage in day-to-day communications with clients to ensure we are maximizing their experience and success with their Symplicity systems.
• Advance a trusted advisor relationship while driving towards successful delivery and implementation of new services.
• Identify upsell and cross-sell opportunities within client base and work with Account Executives to ensure these opportunities.
• Continuous learning and expertise on industry and client best-practices and trends. Develop client case studies, success stories, and references for assigned clients.

Minimum Qualifications

• Bachelor's degree
• Experience selling into or supporting the Higher Education Market
• Strong interest in the Higher Education space
• Detail oriented; problem solving skills
• Effective communication skills (verbal and written)
• Outgoing, high energy, friendly personality
• Personal initiative, self-motivated
• Team player, cooperative, flexible
• Ethical business standards