Client Success Manager

Location: Chicago

Description
Sharpr is seeking a full-time Client Success Manager who can ensure our clients are lifetime Sharpr champions. If you have 2+ years of client support and account management at a SaaS company or agency, and have been involved with different technical and business stakeholders, are a superb communicator and problem-solver, and want to work at a fast-growing tech company, Sharpr could be the place for you.

This role will be a main contributor to the customer lifecycle for a set of accounts, beginning with customer onboarding and training, and continuing through on going support, and renewal. A successful Client Success Manager builds impeccable relationships, and shows skill at achieving trusted adviser and customer advocate status in the customer’s mind. The role will work closely with the Sales and Customer Support Teams to design and execute customer success plans to ensure our customer objectives are truly met, and business value is realized.

Duties and Responsibilities

o Client Service and Support

• Monitor client engagement and proactively provide support
• Develop relationships with influential users in a client organization and convert them into Sharpr champions.
• Conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth.
• Escalate critical client concerns internally and mobilize resources to resolve issues.
• Introduce and train users on new product enhancements
• Develop relationships with influential users in a client organization and convert them into Sharpr champions.

o Training

• Help to manage the customer onboarding and training. Responsible for getting our customers from post-sale activities through go-live.
• Establish baseline metrics for successful go-lives and initial utilization of the customer’s Sharpr platform.
• Establish success plans that clarify client goals and enable them to measure their progress.
• Establish and execute onboarding process.                                   

o Product Development feedback

• Partner with Dev Team to determine and provide recommendations on customer enhancements and add on business.

o Demos

• Partner with the sales team to provide demos of the Sharpr platform when needed

Qualifications

o Bachelor’s Degree or greater
o 2+ years of experience at a SaaS company, agency or equivalent
o Excellent analytical/problem-solving skills with a history of driving impact within an organization
o Outstanding communication skills and the ability to inspire others
o Detail-oriented with an ability to prioritize and meet aggressive goals
o Flexibility to deal with client and internal challenges as they arise and the ability to develop and implement strategies to overcome these challenges
o Exceptional communication, customer service, sales, and relationship building  skills at all levels, including CXO
o Extensive experience in building key relationships in the commercial space
o Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things
o Organized and capable of highly effective time management in an entrepreneurial environment. Ability to effectively prioritize time and talents, and to give effective presentations.

Attach your resume and tell us a little about you.