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Symplicity

Posted 19 days ago

Open

Lead Client Manager (CM)

ArlingtonRemoteFull-time

AI Summary

Leads a team of client managers, providing supervision, coaching, and day-to-day guidance to drive risk detection, opportunity identification, contract expansion, and proactive client engagement.

About this role

The Lead CM will lead a team of client managers across assigned products toward the goals of:

  • Risk Detection & Mitigation
  • Opportunity Identification for Contract Expansion
  • Proactive Connections with Decision Makers
  • Expanded system knowledge & usage across client base

This position is required to travel, and 10%-25% travel is typical for this role.
Business needs will dictate the amount of travel required, which may be more/less than the typical amount specified.

Essential Duties

Provide supervisory support and leadership to the Client Managers assigned to the Lead’s product set:
  • Report directly to the Senior Director of Client Success on current state of Client Managers under the Lead’s supervision.
  • Provide day-to-day guidance, support, coaching and oversight to the team including 1 on 1 meetings, team meetings, and annual performance review (ARP) oversight/execution.
  • Support employee selection/hiring, disciplinary, and exit processes as needed.
  • Coordinate team delivery of client resources and mass communication, including but not limited to bi-weekly emails, product release information, weekly/monthly webinars, office hours, etc.
  • Lead efforts to identify and turn around at-risk clients.
  • Maintain feedback loops to other Symplicity teams (sales, support, product, marketing, etc.), sharing client feedback and representing the client perspective
  • Maintain feedback loops to leadership on current state of the business specific to client health, renewal risk, and expansion opportunities.
  • Ensure utilization of customer success tools.
  • Other duties as assigned.

Act as Client Manager to a small portfolio of clients:

  • Work with the billing team to assist in any issues, invoices, and new sales quotes.
  • Actively support quick and effective implementation of new Symplicity systems assigned in conjunction with Implementation Specialists.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Engage in day-to-day communications with clients to ensure we are maximizing their experience and success with their Symplicity systems.
  • Advance a trusted advisor relationship while driving towards successful delivery and implementation of new services.
  • Identify upsell and cross-sell opportunities within client base and work with Account Executives to ensure these opportunities.
  • Continuous learning and expertise on industry and client best-practices and trends. Develop client case studies, success stories, and references for assigned clients.

Minimum Qualifications

  • Bachelor’s degree
  • Experience selling into or supporting the Higher Education Market
  • Strong interest in the Higher Education space
  • Detail oriented; problem solving skills
  • Effective communication skills (verbal and written)
  • Outgoing, high energy, friendly personality
  • Personal initiative, self-motivated
  • Team player, cooperative, flexible
  • Ethical business standards

Skills

BI / Reporting ToolsClient Success PlatformsCRMCustomer Success ToolsData AnalysisHigher Education MarketSaaSSymplicity

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