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Sr. Client Success Manager
at OnProcess Test
|EOE Statement||We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.|
The Sr. Client Success Manager is an integral part of the account management team and is responsible for developing long-term, trusted advisor relationships with assigned Clients. This is achieved by maintaining a clear understanding of their Client's goals and objectives; analyzing data and delivering improvement to Client ROI and value drivers; strong internal and external communications; identifying revenue opportunities and enhancing profitability for both the Client and OnProcess. The role is considered an opportunity for individuals seeking advancement within the company.
The Sr. Client Success Manager is responsible for the following:
o Develop and maintain expertise in Client industries and OnProcess solutions
o Understands Client objectives and acts as primary advocate and voice of the Client
o Acts as trusted advisor and first point of contact for Client requests and escalations
o Drives positive satisfaction ratings per annual Client Satisfaction Survey
o Understands SOW; performance, scope and ROI deliverables
o Aligns SOW with Client expectations
o Establishes regular communication cadence with Client and presents results and return on investment and opportunities for improvement
o Perform strategic quarterly business reviews, either remotely or in person
o Has ownership for the Statement of Work (SOW
o Program business rule adherence
o Accuracy of SOW scope and alignment with Client
o SOW amendments, fees and adjustments to pricing
o Manages changes to scope, assesses impacts to Client results and internal financial targets
o Engages with Client, Analytics, Operations, BTS to drive continuous improvement
o Leverages appropriate internal channels and processes to facilitate requests; e.g. change management, sales process, etc.
o Sets appropriate Client expectations for timing and fees for special requests, changes and initiatives
o Works independently to facilitate increases in volume for existing programs
o Communicates with Account management to engage sales process for new opportunities identified
o Communicates Client objectives, results, successes and opportunities to internal teams as appropriate
o Coordinates with internal partners to deliver on Client commitments and drive improvements
o Facilitate communications between Client and internal partners
o Supports forecast process
o Invoice validation and approval
o On-site or remote location central to assigned Client and OnProcess facility
Proven Client Success or industry expertise preferred (2 years plus in Client services, operational, account management or project management role)
1. Must be able to move intermittently throughout the work day.
2. Must be able to lift, bend, etc.
3. Must possess sight/hearing/speech senses, or use prosthetic that will enable these
senses to function adequately so that the requirements of this position can be fully met.
|Position||Sr. Client Success Manager|
|Post Internal Days||75|
|Number of Openings||1|
This position is currently accepting applications.