Scaled Client Success Manager

Bertelsmann-Jobs; Morrisville (NC); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health benefits & 401k match

Hybrid work environment

Employee Resource Groups

Onsite coffee shop

Job summary

Relias is seeking a Scaled Client Success Manager to support small and mid-sized clients in a strategic, proactive role. You will engage clients throughout their journey, drive adoption of Relias solutions, and partner with internal teams to improve outcomes.

Based in North Carolina with a hybrid work model, you will collaborate with multiple departments to ensure client success, renewals, and ongoing satisfaction. A strong emphasis on relationship management and communication is essential.

Qualifications

• CRM: build and nurture client relationships for mutual success.
• Use CRM tools to improve overall client experience.
• Understand client needs and challenges, laying the foundation for engagement.
• Negotiate beneficial agreements with clients, partners, or stakeholders.
• Manage renewal cycles for SaaS/eCommerce contracts.
• Communicate clearly, listen actively, and convey information effectively.
• 2+ years of client service, sales, or SaaS experience.

Responsibilities

• Proactively engage clients to improve adoption of Relias products.
• Host client training sessions to understand goals and prescribe solutions.
• Follow up on NPS surveys to resolve issues and concerns.
• Host open platform training sessions for the client community.
• Manage client expectations and collaborate with other departments to resolve issues.
• Represent the voice of the client to inform product roadmaps and sales processes.
• Other duties as assigned.

Skills

CRM Management

CRM Tools

Client Discovery

Negotiation

Renewal Management

Communication Skills

CS/Sales Experience

Job description

Are you looking for a high energy, strategic, and fast-paced position with an impactful and mission-driven company? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options - you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program - a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • Promotes internal mobility and career growth aligned with evolving business needs
  • Multiple development program options - leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

Job Description

The Scaled Client Success Manager helps our small and medium sized clients achieve their goals using Relias' suite of solutions. The Scaled Client Success Manager works both internally and externally to strategically support clients in a 1:many account ratio format with a focus on proactive engagement throughout the client journey to positively impact client metrics and desired outcomes.

WHAT YOU'LL BE DOING

• Proactively engage clients throughout their Relias journey to provide recommendations to improve adoption of products and consult on product best practices
• Host individual client training sessions to understand client goals and prescribe targeted solutions
• Contact clients who have filled out NPS surveys to resolve issues and concerns
• Host open platform training sessions for community of clients
• Effectively manage/lead client expectations, handle crucial conversations, manage conflict with professionalism, and strive to maintain a positive client perception working with other departments to resolve issues/improve processes
• Represent the voice of the client internally to support product roadmap and sales process
• Other duties as assigned

Qualifications

YOU'VE GOT WHAT IT TAKES IF YOU HAVE

• Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to achieve mutual success
• CRM Tool Management: utilization of CRM tools to improve overall client experience
• Client Discovery: understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
• Negotiations: ability to strategically and effectively engage in discussions to reach mutually beneficial agreements with clients, partners, or stakeholders in the SaaS and/or eCommerce sectors
• Renewal Cycle Management: strategically manage and optimize the process of renewing client contracts or subscriptions in the SaaS and/or eCommerce sectors
• Communication: effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received
• 2+ years' experience customer service, sales, or SaaS organization

Additional Information

IN OFFICE REQUIREMENT

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here .

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here .