Senior Client Success Manager

Freddie Mac; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company specializes in transforming employee pay solutions and is seeking a Client Success Manager. The role involves managing crucial client relationships, advocating for client needs, and driving product adoption. Candidates should have proven experience in customer management and a client-first mindset, with an opportunity for equity ownership and robust benefits.

Benefits

Exceptional health, vision, and dental care

Opportunity for equity ownership

Unlimited PTO

401K with company match

Qualifications

• 5+ years work experience as a Client Success Manager or Sales.
• Ability to communicate with C-Level stakeholders.
• Experience in account management reporting systems.

Responsibilities

• Lead contact for all client account management matters.
• Negotiate contracts and close renewal agreements.
• Forecast and track key account metrics.

Skills

Communication

Client Management

Problem Solving

Sales Skills

Tools

CRM software

Google Suite

MS Office

Job description

About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industry's leading on demand pay solution, DailyPay uses an award-winning technology platform to help America's top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.
The Role:

The Client Success Manager's responsibilities include developing strong relationships with clients, connecting with key business executives and driving adoption of our product. Client Success Managers present a client first mentality and advocate for our clients to ensure client growth and retention. This role will also identify new business opportunities among existing clients.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.
How You Will Make an Impact:

• Lead point of contact for all client account management matters
• Suggest solutions and innovative ideas to meet client needs
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
• Be the leader and orchestrator during customer escalation situations ensuring responsiveness and speedy resolution
• Build effective business strategy for client's post launch to enable the long-term retention and growth of the account
• Collaborate with internal teams to advocate for client's needs, drive adoption, and provide best in class support
• Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders
• Forecast and track key account metrics (e.g. enrollment and adoption)
• Analyze data through reports and trends
• Negotiate contracts and close renewal agreements
• Minimize Churn, anticipating and identifying risks and mitigating them
• Upsell and cross sell new products and services
• Work on strategic internal projects to help build the Client Success program
• Improve our internal processes
• Create and teach best practices to the Client Success team
• Act as the VOC when working with cross functional teams

What You Bring to The Team:

• Proven work experience of 5+ years as a CSM or Sales
• Demonstrable ability to communicate, present and influence client C-Level stakeholders
• Solid experience with Account Management reporting systems, CRM software (e.g. Salesforce or Gainsight), Google Suite, and MS Office (particularly MS Excel)
• Understanding of sales performance metrics or KPIs
• Experience delivering client-focused solutions to client needs
• Availability to travel as needed
• Occasional need to work outside of normal business hours as required to support customers
• You have a client first mentality, always
• You are solution-oriented and have a can-do attitude
• You are a great communicator; orally and written
• You enjoy collaborating with others and are a team player

Nice to Haves:

• HR/Payroll experience

What We Offer:

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match

#BI-Remote #LI-Remote

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