Customer Success Manager, Strategic
AcuityMD
SQL
Senior Customer Success Manager, Enterprise
Juniper Square
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $180,000 per year
Job Level
Senior
About the role
- Develop deep relationships with your clients, including key business executives and power user advocates
- Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
- Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
- Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
- Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
- Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
- Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
- Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
- Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities
- Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers
- Meet with clients in person for high-impact activities, like annual business reviews and client events
Requirements
- 8+ years of experience in a relevant client-facing role, client success preferred
- Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred
- Proven experience of translating business requirements into actionable success and delivery plans, including change management
- Experience building relationships with decision makers and influencers, including C-suite
- History of success tackling difficult client or company challenges with measurable results
- Strong client communication skills, both written and verbal
- Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels
- Has a history of managing large, complex clients, projects, and cross-functional teams
- Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
- Driven to take on new projects and identify new initiatives independently
- Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly
- Bachelor's degree or equivalent years of professional experience
- Open to traveling for client visits, user groups, and company events.
Benefits
- Health, dental, and vision care for you and your family
- Life insurance and disability coverage
- Mental wellness coverage
- Fertility and growing family support
- Unlimited vacation in addition to company paid holidays
- Paid family leave, medical leave, and bereavement leave policies
- 401k retirement savings plan
- Healthcare FSA and commuter benefits programs
- Allowance to customize your work and technology setup at home
- Annual professional development stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client successchange managementcontract negotiationKPI trackingdata analysisproject managementbusiness requirements translationstrategic oversightimplementationonboarding
Soft skills
relationship buildingclient communicationexecutive presenceleadershipprioritizationadaptabilityproblem-solvinginfluencecollaborationinitiative
Certifications
Bachelor's degreeclient success certificationproject management certificationchange management certificationsales certificationnegotiation certificationdata analysis certificationfinancial services certificationreal estate certificationinvestment banking certification
