Client Success Manager

2 weeks ago

Sydney, Australia Benevity Full time

**Meet Benevity**

Benevity's award-winning corporate purpose software empowers companies and their people to take social action on the issues and causes they care about. Through giving, volunteering, grantmaking and positive actions, we help 940+ clients (and counting) build better cultures and engage their employees and customers to create greater social and business impact. We're also one of the first B-Corps in Canada, meaning we're as committed to purpose as we are to profits.

Benevity's **Client Success Manager (CSM)** will guide clients to achieve desired outcomes, maximize their value, and drive growth with Benevity's product suite. The CSM is responsible for bringing Benevity's best ideas, innovations, and capabilities to clients, so they realize greater impact and value. This individual should be comfortable interacting with C-suite level executives, as well as Corporate Social Responsibility (CSR) program administrative staff, backed by a strong understanding of their program goals & objectives. A Client Success Manager drives client program impact and acts as a catalyst to build strong and long-lasting relationships with our clients, turning them into evangelists and advocates (Raving Fans of Benevity - RFOBs).

**What you will do?**

**Project Manager**
- Manage the complete client journey, from implementation to renewal, for a portfolio of medium to large scale clients. Responsible for implementation projects for new and existing Benevity clients
- Conduct discovery/requirements gathering sessions, providing and maintaining the resulting design documentation throughout the implementation
- Conduct project status meetings and provide regular status reporting to clients, including risk logs for ongoing mitigation
- Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to Benevity products and services
- Provide solution analysis and configuration plans, aligning client specific-requirements with project scope, providing exceptional client and value-added service
- Lead executive stakeholder meetings, both internally and client-side
- Consult with clients on how to best manage change within their organization
- Provide feedback to the Product, Development, CS and Sales team on Industry trends
- Conduct client administrator and end user training sessions via online webinars, over the phone or in-person
- Maintain an in-depth understanding of Benevity's suite of products and services
- Assist with assessment of cost estimates of Benevity work needed for proposals, statements of work and/or change orders
- Ensure client delight at go-live and after onboarding is complete

***Solutions Expert**:

- Possess a comprehensive understanding of the Benevity platform suite, and guide the client on platform and solution decisions to ensure successful outcomes
- Explain the "how" and "why" of Benevity's product suite features and functionality
- Drive client adoption of the existing platform, as well as new products and features
- Train new-to-Benevity administrators on how to effectively use all relevant product functions
- Explain Benevity's cross-functional support structure and describe all aspects of our internal client ecosystem
- Suggest and advise on a variety of functional solutions to help the client achieve what they need from the product
- Consult with and connect the appropriate internal teams to solution client problems and escalate when necessary
- Communicate delivery timelines and set realistic expectations with the client
- Serve as the client's advocate back into Benevity's internal teams to ensure solutions and services are evolving to meet client needs

**Consultant**:

- Foster a trusted advisor partnership with the client and align Benevity's value to their key CSR and overarching business goals
- Build strong, long-term business relationships by consistently going above and beyond client expectations
- Possess a broad understanding of various successful CSR programs and are able to translate this knowledge into specific strategies and recommendations tailored for the client's program needs
- Evaluate client program priorities and tailor a Success Plan that establishes clear goals and milestones which maximize their ROI
- Identify barriers to program growth and develop effective strategies based in client research and industry knowledge
- Connect the client with their Benevity ecosystem peers to gain knowledge and best practices in client-to-client interactions

**Value Driver**:

- Strive to provide value at every interaction
- Communicate realized program ROI leading to a frictionless renewal and ensuring retention of current client revenue
- Communicate potential program ROI to identify and foster cross-sell and up-sell growth opportunities at the appropriate lifecycle stage and in support of client program goals
- Execute regular program reviews with clients to identify sales, gro

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