Client Success Manager

6 months ago

Newcastle, Australia Avetta, LLC Full time

SUMMARY:
As a member of the Avetta Client Success team, you will be both a relentless advocate for your customers and an engaging representative from our company to the customer. You will measure your impact through retention, expansion, and overall client health, but your daily focus will be as the customer's guide for their journey with Avetta. This role is right for you if your passion is to help clients embrace a new paradigm for understanding and managing their businesses. As the primary voice for our clients, the Client Success Manager works closely with all other teams inside Avetta. They will look to your experience and creativity to help them make the best possible decisions for our customers and the company. In the same way, your clients will look to you to help them understand and execute "what's next?" to maximize the value they see every day with our platform and services.

**This role offers a hybrid schedule in our Newcastle office (3 days in office, 2 days working from home)**

How you will make an impact:

- Nurture and grow relationships with your client stakeholders, while identifying additional key stakeholders through proactive engagement
- Maintain the client's momentum after launch leveraging critical success factors aligned to the client's journey as increase adoption Avetta platform over time
- Serving as the trusted advisor for clients on use-case, product functionality and applicable program recommendations
- Perform regular review-and-planning sessions (via Success Planning and QBR activities) with client stakeholders to demonstrate value, understand the client's current business situation and objectives, and define next steps in their journey with Avetta
- Proactively ensuring clients understand, have adequate training on, and are utilizing Avetta's products to achieve the maximum benefit
- Provide marketing with referenceable customers, Client Success anecdotes, data-rich trends and observations about changes in our client base and industry
- Work within the Client Success Team to create innovative strategies, services, and processes that drive increased customer adoption, retention, and expansion across all of Avetta's offerings
- Act as the voice of Avetta clients and work cross functionally with internal stakeholders to solve problems and drive potential process and product improvements
- Assist Account Managers with client growth plans and, when necessary, at-risk mitigation
- Own the overall health of each assigned Client Account
- Assist the Client Support Team with difficult and client-specific problem resolution
- Partner with Implementation and Professional Services to support best practice implementations and identify key growth opportunities
- Maintain an attitude of constant improvement and always work to increase efficiency, scalability, and impact
- Use data to help make recommendations and decisions
- Fully document all interactions with clients (Using SFDC, Wrike, etc)

Your key values and skills:

- You thrive in an environment of ownership & accountability
- You are proactive in your engagement with your clients and peers
- You possess strong communication and collaboration skills
- You are inherently persistent and operate as both a Client and Avetta advocate
- You approach problem solving with a creative mind, empathetic spirit and scalable mindset
- You are passionate about your vision for client growth and laser focused on what is needed to get them there

Minimum Qualifications:

- Minimum 3 years in either a customer-facing role with an Enterprise SaaS company or supplier management with a large organization
- Bachelor's Degree or equivalent work experience
- Experience with the Microsoft Office suite, SFDC, CRM tools, and JIRA a plus
- Excellent interpersonal, verbal, and written communication skills
- Highly organized, collaborative, responsive, and proactive
- Past success mastering new, complex technologies, processes, and concepts and training / mentoring others to master them as well
- Strong project management skills, PMP a plus

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