[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.