Strategic Client Success Manager (Remote)

iSolved HCM; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

isolved is a leading HR technology provider delivering People Cloud solutions to employers across the United States. The Direct Account Manager will build and sustain strong client relationships, drive retention, expansion, and ROI by understanding client needs and guiding them on isolved products and services.

You will manage high-touch client accounts, coordinate with sales, marketing, product, and support teams, conduct product demonstrations and trainings, and proactively identify upsell

Qualifications

• High school diploma or equivalent.
• Ability to complete milestones and work toward multiple deadlines simultaneously.
• Adaptability in a fast-paced environment.
• Adherence to company and departmental policies.
• Ability to assist with managing escalated issues, keeping the manager informed throughout the process.
• Attention to detail.
• Ability to build strong customer relationships.
• Excellent written and verbal communication skills.
• Confidence in decision-making and the ability to explain processes or choices.
• Ability to work collaboratively in a team environment.
• Strong problem-solving skills with a proactive approach to addressing client needs.
• Ability to manage multiple clients and priorities simultaneously.
• 5+ years of background or drug screening experience with a significant emphasis on daily client interactions.

Responsibilities

• Manage customer accounts and relationships.
• Manage incoming calls, emails, and chats.
• Provide customer service support.
• Resolve customer complaints and issues.
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance.
• Develop and nurture strong relationships with key stakeholders within client organizations, acting as the main point of contact for inquiries, issues, or escalations.
• Proactively engage with clients to understand their evolving needs, challenges, and objectives; provide insights and recommendations on how isolved products and services can address their goals and drive value.
• Identify opportunities for account expansion and upselling based on client needs and usage patterns; collaborate with the sales team to execute upsell strategies.
• Monitor client usage and adoption of products and services; develop and implement strategies to drive increased usage and value realization.
• Serve as the voice of the client within the organization, advocating for client needs, feedback, and feature requests to internal teams including product development and customer support.
• Proactively manage client renewals by demonstrating ongoing value and ROI; address potential churn risks and work to mitigate them.
• Track and analyze key performance metrics related to client satisfaction, usage, and retention; provide regular reports and updates to internal stakeholders.
• Collaborate with internal teams including sales, marketing, product, and support to ensure a seamless client experience.
• Conduct product demonstrations and training sessions.
• Generate leads and follow up on inquiries.
• Negotiate contracts and agreements with customers.
• Prepare and distribute memos, emails, and reports.
• Schedule appointments and maintain calendars.

Skills

Relationship management

Customer service

Communication

Problem solving

Time management

Teamwork

Attention to detail

Adaptability

Multitasking

Sales awareness

Education

Bachelor's degree

Advanced degree

Job description

isolved is a leading HR technology provider delivering People Cloud solutions to employers across the United States. The Direct Account Manager will build and sustain strong client relationships, drive retention, expansion, and ROI by understanding client needs and guiding them on isolved products and services.

You will manage high-touch client accounts, coordinate with sales, marketing, product, and support teams, conduct product demonstrations and trainings, and proactively identify upsell