Sr. Client Success Manager

Insight Global; Lake Worth (TX); On-site; USD 75,000 - 110,000; Full time

Job summary

Insight Global is seeking a seasoned Client Success Manager to act as the primary liaison between our clients and our services. You will proactively interface with multiple levels of client management, build rapport and drive adoption through QBRs and regular check-ins.

You will serve as a strategic advisor, translating complex client requests into technical requirements and guiding internal teams, while mentoring junior CS managers to scale processes across enterprise accounts.

Qualifications

• A great professional communicator, both written and verbal
• Proven track record of managing and expanding complex customer relationships effectively
• Solid technical skills (Excel)
• Experience with SQL, PowerPoint, and Salesforce (or similar CRMs) is highly preferred
• Ability to grasp and clearly explain complex technical concepts

Responsibilities

• Serve as the primary point of contact between Rouse and our customers
• Proactively interface with multiple levels of client management, building rapport and strong professional relationships
• Lead Quarterly Business Reviews (QBRs) and manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities
• Act as a strategic advisor, working with customers to understand how best to use our services and providing valuable feedback to business and development teams
• Help clients better understand the full potential of our products
• Translate complex client requests into technical and/or engineering requirements
• Take ownership of high-level escalations, quarterbacking and managing internal teams from troubleshooting to completion
• Act as a key liaison between clients and the Product Development team
• Manage backlogs and timelines on behalf of large enterprise clients
• Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation
• Build comprehensive presentation materials and present data-driven findings to executive teams
• Lead web-based trainings, conference calls and in-person client meetings
• Mentor junior Client Success Managers and assist in developing internal CS playbooks and scalable processes.

Skills

Excellent communication

Relationship management

CRM experience

Excel

SQL

PowerPoint

Technical communication

Tools

Salesforce

Excel

PowerPoint

SQL

Job description

Job Description

• Serve as the primary point of contact between Rouse and our customers
• Proactively interface with multiple levels of client management, building rapport and strong professional relationships
• Lead Quarterly Business Reviews (QBRs) and manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities
• Act as a strategic advisor, working with customers to understand how best to use our services and providing valuable feedback to business and development teams
• Help clients better understand the full potential of our products
• Translate complex client requests into technical and/or engineering requirements
• Take ownership of high-level escalations, quarterbacking and managing internal teams from troubleshooting to completion

Act as a key liaison between clients and the Product Development team

• Manage backlogs and timelines on behalf of large enterprise clients
• Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation
• Build comprehensive presentation materials and present data-driven findings to executive teams
• Lead web-based trainings, conference calls and in-person client meetings
• Mentor junior Client Success Managers and assist in developing internal CS playbooks and scalable processes.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

A great professional communicator, both written and verbal - Proven track record of managing and expanding complex customer relationships effectively - Solid technical skills (Excel) - Experience with SQL, PowerPoint, and Salesforce (or similar CRMs) is highly preferred - Ability to grasp and clearly explain complex technical concepts - Ability to respond to