Client Success Manager
Intrado


Job Info


JOB DESCRIPTION

Notified, formerly Intrado Digital Media, is expanding its Client Success Organization and creating a new Success team with several job opportunities open throughout North America. If you have experience as a Client Success Manager (CSM), or relatable skills, this could be the next step in your career! As the world's only communications cloud for events, public relations and investor relations, the Client Success Manager will be responsible for retaining and driving the growth of our customer base through a variety of client engagement functions. Candidates with Success experience in a SaaS environment will be highly considered.

Essential Duties:

Client Success Management Function - Execute a variety of client engagement functions in order to improve client capabilities and to support successful fulfillment of client business goals; while ensuring adherence to established company and departmental policies and procedures

  • Develop, execute, and coordinate strategic plans (i.e. Get-Well Plans, Remediation Plans, etc.) to improve client success and capabilities by supporting the client's business goals
  • Research and investigate any client issues that could negatively impact client success or capabilities and coordinate remediation plans with appropriate internal stakeholder
  • Analyze client program performance to provide consultative advice regarding business solutions
  • Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
  • Analyze client complaints and/or internal concerns which will include researching and collecting data, acting as a liaison for internal and external stakeholders, troubleshooting and compiling lists of alternative solutions in order to determine the best course of action
  • Partner with internal stakeholders on assigned client's business goals, potential client concerns, and revenue impacting issues
  • Continuously keep up to date on industry client engagement best practices, measuring systems, development functions, etc. and provide feedback where opportunities exist

Client Renewal and Outcomes - Responsible for being incredibly focused on client outcomes and retention for each contract renewal.
  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
  • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
  • Represent the voice of the customer to inform our sales process and product roadmap

Problem Resolution - Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
  • Respond with a sense of urgency to problems escalated to employee's level
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
  • Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met
  • Ensure quality resolution and thorough and accurate documentation of issues
  • Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
  • Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Notified is providing
  • Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences
  • Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
  • Maintain current and up-to-date knowledge of clients
  • Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client
  • Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
  • Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management

Client Relationships - Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service Notified is providing
  • Proactively offer consultative advice to management, detailing how program may be enhanced
  • Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations
  • Perform quality review of services provided
  • Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures
  • Identify trends indicating the need to revise existing methods and procedures

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts
  • Cooperate with team members to meet goals or complete tasks
  • Provide quality customer service that exceeds customer expectations and improves level of service being provided
  • Treat all internal/external customers, team members and department contacts with dignity/respect
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Mental and Physical Requirements

  • This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
  • The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
  • Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
  • Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned

  • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
  • Consequently, job incumbents may be asked to perform other duties as required
  • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
  • Please contact your local Employee Relations representative to request a review of any such accommodations

Minimum Qualifications:

Education

  • Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management, marketing, or a related field required
  • Equivalent work experience in a similar position may be substituted for educational requirements

Experience

  • Minimum 4 years increasingly responsible customer service, account management or client development experience required to include providing service to top level clients
  • Minimum 2 years' experience in preparing various business analyses preferred (e.g., Scorecards, SWOT, Reverse Engineering, Communication Plans, ROI, Total cost of Ownership, etc.)
  • Minimum 2 year project lead or supervisory experience preferred

Other

  • Intermediate knowledge of Word, PowerPoint, and Excel required
  • Based on department need, up to 10% travel time may be required

Equal Opportunity Employer/Veterans/Disabled

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Notified® is a business segment within Intrado, and is the world's only communications cloud for events, public relations, and investor relations to drive meaningful insights and outcomes. Our Events Cloud enables event planners, marketers, and communications professionals to create unforgettable experiences which build brand and community engagement through hybrid events, conferences, trade shows, town halls, and product launches. Notified's PR Cloud enables public relations professionals to reach global audiences, monitor brand sentiment, send press releases via GlobeNewswire®, measure success, and drive earned media. Navigate the media landscape and tap into real-time analytics from an integrated, intelligent, and easy-to-use platform. The Investor Relations Cloud enables investor relations professionals to manage communications - earnings calls, regulatory filings, press releases, investor days, and IR Websites - to maximize shareholder value. Activate your market strategy and manage dynamic communications and regulatory requirements from one platform.

At Notified we place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. This same desire we use to set our customers up for success applies to our employees as well. Notified is committed to helping our employees and their families maintain a healthy work/life balance, to build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.



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