Scaled Client Success Manager
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Key skills for this role
Key Skills for This Role
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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
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
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
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
Bachelor's degree
IT WOULD BE IDEAL IF YOU HAVE
SaaS customer service
eLearning product experience
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 .
- Recruiting-Platform powered by SmartRecruiters .
About Relias LLC
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