[Hiring] Client Success Manager @Lighthouse Document Technologies Inc

Role Description

The Client Success Manager is responsible for designing and presenting solutions, onboarding clients, as well as growing and retaining enterprise clients at Lighthouse. By leveraging deep knowledge of Lighthouse solutions, the Client Success Manager will help clients maximize the initial value they receive from Lighthouse, ensure we are meeting client expectations across all services, and continue to drive growth through value-added services and consultative selling.

• Create ongoing relationships with clients, being aware of clients’ individual needs, and using key information to help drive product/service adoption.
• Improve client experience by anticipating customer needs, consulting proactively, and performing gap analysis.
• Develop new business opportunities with existing clients by promoting company products and services.
• Use consultative selling techniques and be the voice for service and product implementation at an enterprise level.
• Communicate, present, and influence key stakeholders at all levels of an organization.
• Create medium to long-range plans and help prepare strategies to protect, grow, and diversify the relationship.
• Identify root causes for customer churn and possible client dissatisfaction proactively.
• Respond to client issues directly, being adaptable and flexible, and diving into unexpected situations.
• Prioritize and effectively apply different models of customer engagement - from high touch focused on customer intimacy to low touch for efficiency.
• Keep clients proactively updated about new tools, products, and offerings; and provide client demonstrations.
• Guide clients through onboarding processes, initiatives, working sessions, and presentations.
• Create client deliverables including client playbooks, marketing materials, and responding to RFP/RFI’s.
• Understand client requirements for both case level and program level initiatives.
• Develop implementation plans for new products and services.
• Create training materials for the team and be a visible leader.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree (Masters or JD a plus)
• 5 years of work experience with Sales, Sales Support, or project management experience
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Experience with enterprise level deployments and program management
• Strong analytical and logical skills
• Strong client empathy
• Ability to build relationships with clients.
• Ability to affect and influence change with clients.
• Outstanding organizational skills and the ability to multitask.
• Ability to problem-solve and change course/re-plan when issues arise or situations without clear parameters.
• Ability to scope and understand a client’s case and program level goals and needs; and develop a plan around them.
• Ability to deliver detailed / complex information clearly.
• Ability to assist Sales in proposals and presentation as well as upsell Lighthouse products.
• Strong technical writing and presentation skills.
• Ability to foster positive and professional relationships at all levels internally and externally.
• Delegate work to Client Services, Advisory Services, and other departments.

Requirements

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Benefits

• Comprehensive quality benefits package including medical, dental, vision, and a 401k with company match.
• Company paid benefits include Life & AD&D, short and long-term disability, telemedicine, and other wellness plans.
• Generous Flexible PTO program and paid volunteer days.
• Participation in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.
• Eligible to participate in an annual bonus or incentive program.