Strategic Client Success Manager

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

📋 Description

• Develop and execute effective administrative systems and processes to optimize daily operations.

• Ensure timely and accurate documentation while maintaining extensive administrative records.

• Implement and oversee best practices for document management, data integrity, and information security.

• Open, verify, report, and assist in resolving IT/SNOW or similar incident-management-system problem tickets.

• Communicate updates, issues, concerns, and ongoing projects of the Voice of the Customer to the Service Enablement Leader and/or department.

• Design and implement strategies aimed at enhancing customer experience and satisfaction.

• Analyze customer feedback, service metrics, and performance data to identify trends and areas for improvement.

• Collaborate with various departments on initiatives that address customer needs and expectations.

• Help to foster a customer-centric culture and uphold high service standards.

• Resolve complex customer issues and complaints effectively.

• Assist the Client Implementation Team during the transition from implementation to Operations and Maintenance, attending assigned customer implementation meetings.

• Act as the primary contact for customers during the Operations and Maintenance phase.

• Ensure compliance with business rules, contract requirements, and service levels.

• Manage relationships with both internal and external stakeholders.

• Achieve and surpass Annual Operating Plan revenue and margin targets for designated customers.

• Prepare and review reports, presentations, and materials for executive and departmental meetings.

• Provide insights and recommendations for customer strategic planning and decision-making processes.

• Facilitate customer interactions with Sales and Product Teams.

• Prepare and submit client change requests to the Product Intake and/or BRQ team.

• Oversee and enhance daily operational processes.

• Assist with quality, accuracy, and compliance audits.

• Manage the preparation, review, and approval of invoices.

• Ensure timely contract renewals and the exercise of contract option years, supporting the Global Bid Team as necessary.

• Provide support for court and administrative hearings as required.

• Monitor updates to relevant laws and regulations.

• Collaborate across departments to streamline workflows and address operational challenges.

⛳️ Requirements

• Bachelor's degree in business administration, management, or a related field.

• Extensive experience in program management, executive administration, or a comparable role, with a proven record of success.

• Strong expertise in enhancing customer experience and driving operational improvements.

• Exceptional organizational, communication, and problem-solving abilities.

• Proficient in Microsoft Office (Excel, Word, PowerBI).

• Willingness to travel to client locations as needed, including overnight stays if required.

• Must successfully pass a NLETS background check.

🏝️ Benefits

• Competitive salary and performance incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements.