Description:
The Client Success Manager (CSM) is responsible for managing assigned client relationships, including but not limited to: sharing best practices, illustrating and educating clients on solutions, meeting assigned sales quota, facilitating contract renewals, reviewing and approving of invoices, and confirming all obligations are met on-time in order to ensure outstanding client satisfaction and retention.
Responsibilities:
- Deliver exceptional client experience and satisfaction; serve as the client advocate.
- Close contract renewals and sales add-ons to meet/exceed sales quota.
- Ensure routine client meetings are conducted.
- Review invoicing and serve as an advocate for the accounting process.
- Translate client needs into software business requirements.
- Educate clients on new application features.
- Understand and be aware of Juvare information security policies and standards at all times.
- Always protect company and client information.
- Inform the Compliance Officer or hot line of any information security issues.
- Compliance with Juvare policies.
- Develop and build New Sales and Add-On Opportunities
- Close New Sales and contracts to meet/exceed sales quota
- Other duties as assigned.
Qualifications:
- Prior experience working in State and Local Emergency Management, Public Health or Healthcare sectors in a preparedness and response capacity a plus.
- TAFE or University qualification in Emergency Management preferred
- Prior sales experience to new or existing clients preferred.
- 3+ years in a client facing support role.
- Emergency Management experience is strongly preferred.
- Ability to safely and successfully perform essential job functions consistent with the federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
Skills/ Knowledge Requirements:
- Passion for delivering outstanding client service. Superior relationship building skills with the ability to gain the trust and confidence of both internal and external clients.
- Excellent written and verbal communication skills.
- Strong ability to make effective decisions under pressure.
- Superior analytical and problem-solving skills.