Scaled Client Success Manager

The Scaled Client Success Manager helps our small and medium sized clients achieve their goals using Relias’ suite of solutions. The Scaled Client Success Manager works both internally and externally to strategically support clients in a 1:many account ratio format with a focus on proactive engagement throughout the client journey to positively impact client metrics and desired outcomes.

WHAT YOU’LL BE DOING:

• Proactively engage clients throughout their Relias journey to provide recommendations to improve adoption of products and consult on product best practices
• Host individual client training sessions to understand client goals and prescribe targeted solutions
• Contact clients who have filled out NPS surveys to resolve issues and concerns
• Host open platform training sessions for community of clients
• Effectively manage/lead client expectations, handle crucial conversations, manage conflict with professionalism, and strive to maintain a positive client perception working with other departments to resolve issues/improve processes
• Represent the voice of the client internally to support product roadmap and sales process
• Other duties as assigned

YOU’VE GOT WHAT IT TAKES IF YOU HAVE:

• Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to achieve mutual success
• CRM Tool Management: utilization of CRM tools to improve overall client experience
• Client Discovery: understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
• Negotiations: ability to strategically and effectively engage in discussions to reach mutually beneficial agreements with clients, partners, or stakeholders in the SaaS and/or eCommerce sectors
• Renewal Cycle Management: strategically manage and optimize the process of renewing client contracts or subscriptions in the SaaS and/or eCommerce sectors
• Communication: effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received
• 2+ years’ experience customer service, sales, or SaaS organization
• Bachelor's degree

IT WOULD BE IDEAL IF YOU HAVE:

• SaaS customer service
• eLearning product experience

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here.

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