Client Support Manager

Client Support Manager is responsible for developing strategic relationships and managing the overall program health for a defined portfolio of clients. The role is hybrid, working onsite 2 days per week and occasional travel may be required.

Requirements

• Serves as subject matter expert on the account to defend revenue and support the growth of the existing account.
• Reviews key reports and metrics related to the program, analyzes the data, and discerns any issues or opportunities.
• Participates in the annual client budgeting exercise and reviews numbers monthly for variances to actual analysis.
• Conducts effective routine conversations and presentations for clients.
• Engages in the Implementation process as needed.
• Responsible for ensuring first-order health for new clients and/or programs.
• Works closely with the Client Success Specialist and Client Service to ensure that tasks that are done to support the client's health are done timely and accurately.
• Knows when to properly escalate existing client issues to ensure accurate resolution and cross-functional prioritization.
• Responsible for healthy CSAT and NPS scores (measured annually) – and creating an account plan based on the CSAT results.
• Attends internal and external client meetings.
• Assists Sales with the Account Plan and Situational Analysis (annual exercise).
• Assists the Director of Client Success in mentoring and coaching Client Success Specialists on strengths you'll need to grow in your own career.

Benefits

• Medical
• Dental
• Vision
• Wellness
• 401(k) matching
• Unlimited PTO
• Work from anywhere
• Generous parental leave