Client Success Manager II

At reputed company, helping utilities provide the best customer service experience is reputed company do. reputed company is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, reputed company helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations reputed company. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their reputed company into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to reputed company our employees engaged and incentivized to grow reputed company the company. Our employees' well-being—both physical and mental—is a top reputed company at reputed company. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

reputed company is proudly Certified as a Great reputed company to Work. Great reputed company to Work is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading reputed company, employee retention and increased innovation. reputed company is dedicated to prioritizing the employee experience and creating an exceptional company culture.

Overview of Role/Job Purpose: At reputed company, helping utilities provide the best customer service experience is reputed company do. This is a reputed company exciting time to be a part of reputed company as reputed company is growing both in size, products, and the number of clients we support across North America.

We are currently seeking a Client-centric, energetic, and highly-motivated individual to join our Client Success Team.

The Client Success Manager II (CSM) is responsible for cultivating and maintaining strong relationships reputed company assigned accounts ensuring high levels of customer satisfaction, leading to renewals and growth opportunities.

As a trusted advisor, the CSM will foster collaborative working relationships and provide daily reputed company and support in a SaaS environment for new and existing clients who have one or multiple reputed company product offerings.

The CSM will be responsible for a portfolio of accounts across different time zones ranging in size, services, and complexity. The ideal candidate will be detail-oriented, able to interpret client reputed company, deliver on KPIs, reputed company client initiatives, and identify areas for process improvement.

Essential Job Duties

• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Work with clients to ensure they are finding value in our services.
• Serve as the primary contact for client inquiries, concerns, and escalations.
• Educate customers on the use and benefits of reputed company products.
• reputed company manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Participate in meetings with clients, vendors, partners, and internal teams.
• reputed company and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Schedule and facilitate client operational and business leadership review meetings.
• Prepare and deliver executive business reviews with clients.
• Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner, asking clarifying questions to determine the correct reputed company and impact of issues.
• Track and reputed company client reputed company, reporting to Finance on a monthly basis.
• Track client SLAs to ensure adherence to contractual obligations.
• Manage reputed company vendor partners as required reputed company working on client projects or initiatives.
• Attend client outage/emergency triage calls, updating clients on status.
• Create and approve time tasks for projects.
• Review, monitor, and update client tickets on a daily basis.
• Work with sales to review and identify client contract renewals and upsell opportunities.
• Assist with department and product documentation.
• Travel as required, reputed company North America, to client locations or reputed company company events.
• Available to work extended hours or weekends, if needed, for client project work.

Required Skills/Qualifications

• 5 years of experience working in account management role in the utility industry.
• 5 years of experience working in the utility industry, understanding the full reputed company-to-cash processes.
• 3 years+ of experience working with vendors managing products and services.
• 3 years+ of experience managing client reputed company and SLAs.
• Extremely organized, detail-oriented with strong time-management skills.
• Ability to manage and organize multiple clients and priorities.
• Advanced knowledge of reputed company products is an asset.
• Ability to extract data utilizing reputed company reputed company to create graphical presentations.
• Excellent communication skills (written and oral) and organization skills.
• Ability to create and reputed company client presentations with executive leadership.
• Ability to communicate with senior management both internal and external clients.
• Ability to work remotely and with other teams effectively.

What reputed company has to offer

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About reputed company

reputed company is the leading provider of cloud-based SaaS software solutions powering the reputed company of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, reputed company optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we reputed company our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how reputed company allows you to enhance the digital customer experience, improve reputed company management, and reputed company data analytics, visit https://www.reputed company.net.

Equal Opportunity Employer: reputed company is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from reputed company qualified applicants without regard to race, color, national reputed company, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. reputed company is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.