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Senior Client Success Manager
Posh
Customer Service
United States · Remote
Posted on Sep 28, 2024
As a Senior Client Success Manager, your main priority will be to ensure your portfolio of clients are getting the most out of their Posh partnership and will work to continue deepening the partnership with clients over time. You will join a talented Client Solutions team that includes Client Success Managers, Product Implementation Managers, Technical Support, and Software Engineers that all work together, with you, to partner effectively with our clients to build and customize products that meet client needs. Acting as a trusted advisor and partner, you will ensure that our clients deploy high-quality, thoughtfully-produced conversational AI to serve the needs of their bank customers and credit union members. You will share best practices with clients, ensuring continued optimization, resulting in our clients getting the most value out of our products.
Financially, you will ensure that our clients renew their contracts with us and you’ll also qualify, scope, and close cross-sell and upsell opportunities. Internally, you’ll act as the “Voice of the Client,” ensuring we make informed decisions as to what to build next. If you enjoy building relationships, acting as a strategic advisor, and digging in to do really impactful work, you will love this job!
What you will do
- Strategic Client Partnership
- Serve as a trusted strategic advisor to a portfolio of about 20 clients, helping them uncover innovative use cases, adopt industry-leading best practices, and ensuring each client realizes the value of our solutions
- Develop and execute comprehensive account plans that align our solutions with clients' long-term business objectives
- Proactively identify potential challenges and opportunities within client accounts, crafting strategies to mitigate risks and capitalize on growth potential
- Implementation & Adoption
- Oversee complex multi-phase product deployments, ensuring they're executed on time and exceed client expectations
- Collaborate cross-functionally with Content Designers, Product Implementation Managers, Product Managers and Engineering teams to orchestrate seamless go-live experiences
- Design materials and lead high-impact alignment / kick-off meetings, business reviews, & strategy sessions tailored to C-suite and senior stakeholders
- Serve as the product expert and lead training sessions to educate your day-to-day contacts
- Meet with clients on a regular basis post-deployment to ensure their continued engagement, retention, and growth
- Revenue Growth
- Spearhead upselling and cross-selling initiatives, consistently achieving quarterly and annual revenue targets
- Collaborate with internal stakeholders on pricing strategies and contract structures that maximize value for both clients and our organization
- Product Influence
- Serve as the voice of the client within our organization, advocating for their needs to Product & Engineering
- Play a key role in shaping our Product Roadmap by gathering client feedback, market trends, and competitive insights
- Partner with Product to design and conduct user research, translating findings into actionable product enhancements, and facilitate rollout of new features
- Operational Excellence
- Assist in creating scalable frameworks, playbooks, and best practices that elevate the performance of the entire Customer Success organization
Who you are
- 5+ years of Client Success Experience at a SaaS company, in Fintech, and/or in a financial institution
- Excellent communication and interpersonal skills
- Has proven strategies for managing difficult situations with clients
- Adept at communicating and partnering cross-functionally with Sales, Product & Engineering teams
- Previous success upselling and cross-selling
- Effectively able to straddle high-level strategic mandates with daily operational tasks
- Comfort using data to prove value and derive meaningful insights for clients
- Operations guru with experience creating frameworks and playbooks from scratch and creating order from chaos
- Ready to roll up your sleeves and get stuff done!
Bonus points
- Experience in Financial Services
- Experience with Conversational AI
- Experience working with Jira, Salesforce, Tableau, etc.
Posh is a fast-growing, award-winning SaaS company revolutionizing the way financial institutions serve their communities. Backed by top-tier investors and with over $45 million in funding, we're making customer support more accessible, fast, and enjoyable through innovative AI solutions. Our AI assistants enhance both digital and voice channels, empowering staff and delighting customers. Come build with us and shape the future of AI in fintech.