Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess, analyze, and enhance customer health and value metrics such as utilization and consumption rates (leading and KPI).

• Implement Value Realization Plans, ensuring that Elemica clients meet their value expectations within the designated timeframe.

• Monitor client satisfaction and proactively engage in actions to uphold elevated levels of satisfaction.

• Identify and refer opportunities for cross-selling and up-selling.

• Guarantee that Elemica retains clients at top-tier industry rates.

• Provide an operational feedback loop to inform the organization on necessary changes to boost retention.

• Cultivate exceptional customer loyalty, leading to minimal to no customer attrition.

• Generate repeat business at a higher rate than peers, maintaining a portfolio with elevated customer satisfaction/NPS scores compared to others.

• Collaborate with Success & Sales teams to position clients for success, deliver presentations, engage with executives, and assist with escalations.

• Drive transformation with clients, fostering urgency to enhance customer utilization of the solution.

• Actively showcase to customers the value and advantages of collaborating with Elemica.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, and/or Sales, preferably within a SaaS environment.

• Proven ability to drive customer adoption effectively.

• Demonstrated success in leading cross-functional initiatives.

• Bachelor's Degree or equivalent work experience is required.

• Excellent written and verbal communication skills.

• A collaborative problem solver who takes ownership of issues and drives them to resolution.

• Knowledge of the Logistics/Supply Chain function is preferred.

• Capacity to analyze data and provide actionable insights to executives.

• Willingness and ability to travel up to 30%.

• Proven accountability and outstanding interpersonal skills.

• Strong problem-solving skills with the ability to identify the root causes of both internal and external issues.

🏝️ Benefits

• Competitive compensation packages.

• Inclusive parental leave policy that supports all parents and their careers.

• Options for personal and pet insurance.

• Flexible time off and paid holidays.

• 401k and bonus program.

• Wellness and mental health initiatives.

• Generous employee referral bonus program.

• Enjoyable work environment.