Senior Client Success Manager

POSITION OVERVIEW

As a Senior Client Success Manager at Veriforce, you will play a crucial role in fostering strong relationships with our most valuable and strategic customers. You’ll serve as a key liaison between customers and internal teams, ensuring their success, satisfaction, and the highest level of support. Your responsibilities will include assisting the onboarding, driving change management and product adoption, gathering product insights and feedback, executing strategic touchpoints, facilitating business reviews, managing retention and account health, and growing your portfolio. This position requires up to 50% travel.  

ESSENTIAL DUTIES

• Account Ownership
  • Own end-to-end customer relationships for assigned accounts
  • Develop a deep understanding of customers’ business goals, challenges, and success criteria
• Account Plan Execution
  • Execute segmented account engagement plans, ensuring regular and strategic interactions
  • Coordinate standing calls, strategic check-ins, quarterly reviews, and other required touchpoints
  • Commit to a minimum of quarterly in-person interactions (monthly based on account plans)
  • Lead strategic reviews, focusing on client initiatives and KPI trends
• Risk Mitigation and Issue Resolution
  • Identify potential risks and collaboratively address and mitigate concerns
  • Serve as a point of escalation for client account issues, ensuring timely resolution
  • Monitor and measure CSAT levels through surveys and direct feedback
  • Implement corrective actions and improvements to retain assigned clients
• Training and Education
  • Develop customized training plans to address customer needs
  • Ensure customers are informed about new features, best practices, and industry trends
• Cross-functional Collaboration
  • Collaborate with Sales, Support, Marketing, and Product teams to ensure a unified customer experience
  • Facilitate Exec Sponsor and SME interactions to enhance collaboration
  • Advocate for the customer and provide valuable insights to internal teams
  • Act as a bridge between top customers and the Product team
  • Gather product feedback and communicate feature requests
• Advocacy & Relationship Building
  • Proactively identify opportunities for advocacy and strengthen customer relationships
  • Drive Veriforce value proposition and establish business relationships with senior-level stakeholders
  • Collaborate with top customers to create strong advocacy in the form of references, case studies, and other rich advocacy outputs
• Sales & Growth Responsibilities
  • Identify business opportunities, achieving sales targets, upselling, and driving contract renewals.

EXPECTATIONS

• Professionalism
  • Demonstrate clear and professional communication in all interactions with Veriforce customers and colleagues. User proper language, tone, and etiquette.
  • Thoroughly prepare for client interactions by reviewing history, current challenges, and relevant updates. Ensure an agenda is sent prior to meetings, all presentation materials are accurate and updated, and the customer’s time is respected.
  • Present yourself professionally in virtual and in-person engagements. Dress appropriately for the situation as you represent Veriforce.
  • Prioritize and manage time effectively. Ensure timely responses to client inquiries and proactive outreach to address potential issues.
  • Approach challenges with a solutions-oriented mindset. Propose effective solutions and collaborate with internal teams to address customer needs.
  • Be adaptable to changing circumstances and client requirements. Flexibility and agility are key attributes for navigating evolving customer needs.
  • Maintain a deep understanding of all Veriforce products and services. Be able to effectively communicate the value and features to clients.
  • Uphold ethical standards in all interactions. Ensure than customer expectations align with the capabilities and limitations of Veriforce products and solutions.
• Execution of Account Plans and Required Initiatives
  • Detailed execution of segmented account engagement plans with an emphasis on being on-site interaction with Premier customers
  • Full documentation of all client activity in Totango or other system
  • Real-time client health monitoring and escalation
  • Quarterly MBO reviews and strategic objective setting
  • All account profiles, success plans, and risk mitigation plans updated frequently
  • Responsible management of travel expenses in line with company policy

 QUALIFICATIONS

• Bachelor’s degree in Business, Management, or a related field
• Proven experience as a Customer Success Manager in a related field
• Strong understanding of customer success best practices and methodologies.
• Excellent communication and interpersonal abilities.
• Ability to analyze data and derive insights for strategic decision-making
• Familiarity with Salesforce and other CRM systems

Here are just a few of the great reasons you should join our team! 

• We are mission-focused and mission-driven to help bring workers home safe every day. Our training products and compliance platform help keep workers safe.
• Work with a global team! We have colleagues and customers across North America and overseas.
• Veriforce is a great place to work! Our leaders and teams cite culture as one of the top reasons this is a great place to work.
• Veriforce provides:
  • Medical Benefits (medical, dental, vision, paramedical)
  • Critical Illness, Life and Disability Insurance
  • Vacation, Sick and Personal Time Off
  • Remote work

The successful candidate will have to undergo a criminal record check as a condition of their employment.