Client Success Manager

Herrmann seeks a Client Success Manager to be an advocate for our clients and drive adoption of Herrmann applications across their organizations

The Opportunity

The Client Success Manager (CSM) is the client’s advocate at Herrmann and is responsible for the success of the Whole Brain Initiative. This role will proactively establish and maintain business relations with Herrmann’s existing clients to drive customer adoption, retention and overall success while providing lifetime value. Individual will also identify and develop opportunities for expansion.

The Client Success Manager will work cross-functionally to teach new customers how to use our platform, resolve customer issues, renew existing customers, and influence where our product is headed. This role plays integral part with our goal of achieving the best experience for our internal and external clients.

Do you enjoy the idea of managing the end-to-end experience of customers, from the moment they sign up to the point at which they are signing our praises to anyone who will listen? Are you confident in your ability to creatively solve customer problems? Do you revel in the idea of helping customers to plan, design, launch, analyze and communicate value added solutions? If so, then this opportunity is perfect for you and will be the best job you’ve had.

We want you to …

  • Serve as the primary point of contact for all our US business clients
  • Proactively communicate with clients on a regular and ongoing basis to understand their business needs and the impact of the Whole Brain initiative
  • Conduct ongoing needs assessment to determine evolving client requirements and expectations to recommend specific products and solutions to increase customer lifetime value
  • Contribute to our customer support platforms by developing knowledge base content and re-usable support artifacts
  • Proactively recommend to the Innovation team client needs and product features to increase client satisfaction and improve transaction value
  • Educate clients on product features and benefits to improve customer satisfaction and lifetime value
  • Provide product and technical information and collaborate with Herrmann Support team members to solve technical issues as needed Support and collaborate with Business Development Manager(s) in managing and growing our business to achieve sales quotas and drive customer renewals
  • Monitor marketing campaign directed towards existing clients and record incoming sales leads from various marketing campaigns
  • Contact clients following sales to ensure ongoing customer satisfaction and be a great partner
  • Initially assess cases/inquiries and assign escalation to appropriate departments for follow-up & problem resolution
  • Set up and manage all aspects of Certification and other Workshops

 

What you should bring…

  • Background and experience in a Product Specialist or customer- facing role at a SaaS company is highly preferred
  • 3-5 years’ experience in an Account Management, Customer Success, Sales Customer Support role
  • Ability to influence change in complex organizations by working collaboratively with people leaders on their employee engagement strategies
  • Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization including executives and C-level
  • Experience dealing with high-value customer accounts and projects and delivering client-focused solutions based on customer needs
  • A preference for autonomy, initiating independent action when needed, rolling up sleeves to do it/build it/make it happen/sell it internally & externally
  • Experience working in a mobile & remote environment with global intercultural teams
  • Flexible and capable of adapting to changing conditions while maintaining focus and clarity on priorities
  • Comfort in dealing with ambiguity and realities of a growing business; ability to multi-task in a fast-paced environment
  • Highly proficient in Microsoft Office/Google Docs Suite and web-based SaaS customer platforms (e.g., HubSpot, Salesforce, etc.) Strong analytical and problem-solving skills
  • Great Teammate with a positive attitude Self-starter/self-motivated to aid in increasing service efficiency and process

PREFERRED ADDITIONAL EXPERIENCE

  • Bachelor’s degree in Marketing, Business Management) is preferred (kudos for Industrial/Organizational Psychology or Business Analytics Fluency in other non-English language is an asset
  • Experience and familiarity with Salesforce.com or similar CRM
  • Experience and knowledge of SaaS /subscription business models

We are a 100% remote-working company, and this role can be performed from any location within your assigned area, so long as you have a reliable high bandwidth internet connection and a relatively quiet workspace to be able to take calls. You will be required to travel to client locations when needed, and a few times each year you’ll be expected to be available to travel to various locations for internal team activities that require physical presence. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Herrmann is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To apply for this position, please send your resume with a link to your portfolio and cover letter to careers@hbdi.com.
Please include the title of the position that you are applying for in the subject line of your email.