[Hiring] Client Success Manager @Richardson Sales Performance

Role Description

The Client Success Manager is an experienced, client-facing role responsible for leading Client engagements focused on sales performance improvement, measuring outcomes of the training, while driving value realisation, retention, renewals, and expansion across a portfolio of accounts. The Client Success Manager will work with Richardson's Sales Performance clients and third-party resources to help clients successfully implement and deploy sales performance improvement solutions, which typically include the following:

• Identifying the Client's strategic business goals, and leading indicators of performance improvement (sales talent knowledge, behaviour, and pipeline)
• Supporting the Client in obtaining measurable and sustainable benefits from their investment in Richardson
• Ensuring adoption and utilisation of Richardson's solutions
• Working as part of an Account Management team where the CSM partners with the sales lead to develop, expand, and renew Client relationships

Key Responsibilities

• Demonstrates insight into, and understands the needs of, clients in service of growing client demand and increasing retention.
• Collaborates with client stakeholders to develop Strategic Account and communication plans for enhancing sales performance that align with the client's overall business objectives.
• Contributes to the overall success of the client's sales leadership as well as Sales, Revenue, Enablement, and HR/Learning and Development leaders.
• Manages strategic client partnerships, with accountability for retention, client outcomes, and expansion of recurring revenue.
• Applies strong communication, stakeholder management, and executive influence skills.
• Partners with clients to build and manage multi-year development/curriculum plans aligned with overall goals.
• Works closely with cross-functional teams, including sales, product, and support, to coordinate client activities and resolve any issues or concerns.
• Drives programme management activities for launch and deployment of services.
• Analyses ROI and KPIs to evaluate the success of solutions, while highlighting integration points for CRM and Talent Management.
• Conducts regular business reviews with clients, analysing usage data and identifying opportunities for improvement or growth.
• Interprets data and insights to inform client recommendations and demonstrate impact.
• Prepares and evaluates data from participant assessments, surveys, reinforcement tools, Learning Management Systems, etc. to identify areas for learning reinforcement.
• Creates and maintains client success plans, tracking progress and ensuring client satisfaction.
• Partners with sales on renewals for existing clients seeking to continue services.
• Identifies and escalates cross-sell and upsell opportunities to sales.
• Monitors, reports, and escalates client feedback, issues, and opportunities as needed.
• Advocates for client needs within the company, gathering client feedback and sharing insights to drive product development and innovation.
• Keeps up to date with industry trends and best practices, sharing knowledge and insights with the team and our clients.

Abilities, Attributes & Other

• Account Management: Knowledge of the practices, tasks, and tools associated with providing service and support to clients.
• Cross-Selling/Upselling: Identifies and escalates opportunities for additional sales or expansion revenue.
• Client Intimacy: Models a culture of client success to deliver on client needs and insights throughout their journey.
• Delivers Insights: Articulates and understands client data and strategy to position recommendations and insights. Able to create new demand by proactively bringing new insights to target accounts.
• Engaging Clients: Maintains client satisfaction to meet their needs. Actively engages in client success activities such as driving adoption and monitoring to retain clients.
• Needs Analysis: Understands the client's needs in terms of both the client's business situation and challenges, and products/services.
• Product Knowledge: Uses knowledge of specific products/services to detail how each works, what business value it offers, and why it appeals to our ideal clients.

Qualifications

• Degree preferred, ideally in Business Management, Performance Improvement, HR/Training, or a related field.
• Minimum of 5 years' experience in client success, programme/project management, sales management consulting, or related experience.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and communicate effectively with clients and cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to analyse data and identify trends and insights.
• Results-driven mindset, with the ability to prioritise and manage multiple projects and clients simultaneously.
• Self-motivated and proactive, with a strong sense of ownership and accountability.
• Proven client success advocate.
• Change management and adoption experience.
• Advanced use of Outlook, Excel, MS Word, and PowerPoint required.
• Good understanding of CRM (Salesforce) and other sales operations tools.
• Must be willing and able to work and travel as needed, up to 25% travel required.

Additional Information

• The Client Success Manager is a salaried, full-time, remote role with standard working hours between 8:30 am – 5:30 pm GMT/BST, Monday to Friday; additional hours or an earlier start time may be required as needed.
• Richardson Sales Performance has a remote-first, hybrid working policy, meaning employees are empowered to choose the work location that will allow them to be most productive.
• We offer a comprehensive employee health and wellness benefits programme.

Equal Opportunities

Richardson Sales Performance is committed to cultivating a workplace that is diverse, equitable, and inclusive, and we are continuously evolving our DE&I practices and making progress in this area. Richardson adheres to the Equality Act 2010, which prohibits discrimination in recruitment and employment on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex, and sexual orientation. We are committed to making reasonable adjustments for candidates throughout the recruitment process.