Client Success Manager - B2B SaaS
Concentra Analytics, United States
Job Description
Concentra Analytics is a fast-growth SaaS company with award-winning software platforms and services that enable businesses to capture, manage, and analyze data to improve their operations and execute strategies more effectively.
At our flagship company, orgvue, we help organizations to confidently adapt to whatever change in the business world is going on. Our organizational design and planning platform is a SaaS solution which gives businesses unrivalled clarity on what is really going on within their organizations and lets them use this knowledge to shape the workforce and the work they do to succeed. We do this by giving our clients data driven insight and showing the connections between the business strategy, the work being done and the people doing it, so they can make confident decisions on getting the right people doing the right things at the right time.
This is an exciting time to join orgvue. The business is experiencing double-digit growth year over year and is now investing heavily in the Marketing and Sales function to continue driving that growth as we ascend to new heights in 2021.
About the role
We are looking for a Client Success Manager to join our London team to support our continued growth. OrgVue now has more than 100 blue-chip and consulting partner clients.
You will be responsible for managing approximately 10 accounts, ensuring that each client is getting maximum value from the OrgVue platform, driving renewals plus identifying and closing upsell opportunities. You will be the key point of communications between our client stakeholders and members of our sales, advisory, support and product teams. You will build a deep understanding of both OrgVue and your clients’ use cases so that you can offer best-in-class service. This role will be good for someone who is inquisitive, who likes solving technical and business problems, and who has strong people and communication skills.
When not working with clients you will be working with other team members on projects to help build the function or to add value for our clients.
Requirements
Client Success Management
- Manage key accounts, ensuring that clients are able to meet their business objectives and get on-going value from using OrgVue
- Ensure that each client has documented a long-term vision for success
- Work with the sales and advisory leads to create and maintain account plans for all clients within the portfolio
- Build strong relationships with the sales and advisory teams to ensure that account plans are executed seamlessly
- Manage client communications through regular check-ins and Executive Business Reviews focussing on business outcomes and client objectives
- Provide coaching and support to super users
- Drive advocacy through client specific and regional events and communications
- Ensure that each piece of work delivered meets the original desired objectives
- Work with the client sponsors to track and drive adoption
- Maintain a deep knowledge of clients’ use cases, business objectives and configurations to ensure that each meeting or conversation provides value
- Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively
- Identify and effectively communicate additional use cases that would benefit the client
- Ensure that all relevant data is captured and updated weekly within our customer success platform
- Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency
- Ensure that client feedback is effectively communicated back to the product management team
Sales
- Work with sales and advisory to drive upsell and cross-sell opportunities
- Identify and manage client issues and risks effectively and in line with process
- Manage all aspects of the client renewal process pulling in resources to support as needed
Project Work
Spend approximately 20% of time working on projects that will either improve the function or add value to clients such as:
- Process documentation improvements
- Client event preparation
- Knowledge hub updates
- Proof of concepts
Knowledge and Experience
- Bachelors Degree
- Previous Client Success or Consulting experience
- Knowledge of organisation design (preferred)
Skills
- Data driven and very strong analytical skills
- Excellent written and verbal communication
- Stakeholder management
- Client focussed
Benefits
- 5% matched 401k
- 25 days paid vacation
- Healthcare premiums 100% paid by employer for majority of plans including fam