Client Success ManagerWhat part will you play? The Client Success Manager (CSM) is responsible for the overarching business relationship with assigned clients serving as the primary point of contact for all customer managed service interactions. The primary goal is to act as the clients’ trusted advisor to help the client realize value from their relationship with Diversified and ensure the client’s relationship experience is a positive one. The CSM is responsible for providing empirical measurement to ensure contractual compliance while proving value of services. Development of a strong and evolving account plan is required to track progress, elements of success and introduce opportunities for new technology. As the internal client advocate, the CSM provides direction and support to their operational colleagues working in close collaboration with all departments to ensure process is followed and escalations are closely monitored. The Client Success Manager forms effective business partnerships with clients providing project oversight, proactive service, new product & service implementation, ongoing consultative support and problem resolution across the entire program. What will you be doing? Contractual compliance, effective service delivery, SLA adherenceContract creation, management, negotiation, renewalStrategic account plan development and implementationSales Support / new business developmentIntegrate data into KPI Reports for user experience metricsBe a trusted advisor to the customer. Understand and manage customer outcomes using data and leveraging customer knowledge and established relationshipsUnderstand the customer wholistically, including their business model, goals, projects, timelines, IT, and more. As proactively as possible, anticipate the needs of the customer, and their next steps in the lifecycle journey with DiversifiedAdvocate for the customer by sharing information/data with Diversified customer facing teamsCollaborate closely with Client Success team members (Sales/Account Management, Renewals and Support teams)Gauge customers’ levels of engagement through data analytics and suggest as well as initiate appropriate action(s)Provide insights to customers to ensure they recognize value from Diversified’s managed servicesHandle and resolve customer requests, concerns, billing inquiries, escalations, etc.Advocate new solutions or products to improve customer’s operations. Prove business value to promote customer growth through our service offeringsRepresent Diversified to customers through the ‘Adopt’ ‘Mature’ and ‘Expansion’ customer journey stagesServe as Diversified’ s primary managed service interface with assigned clients.Develop & maintain positive client relationship.Identify and pursue new business opportunities as an expert in Diversified ‘s capabilities and service offeringsMaintain complete familiarity with contract(s) between Diversified and client to help ensure client expectations are properly set and met; manage contractual compliance. Ensure all internal financial reporting requirements and timetables are metCoordinate internal staff activities toward fulfillment of client expectations and contractual requirements in an effective, collaborative environmentCoordinate and supervise the internal Diversified departments and teams in their delivery of the day-to-day activities for the client.Proactively review open service tickets to ensure SLA complianceProcess training and enforcement specific to the client engagement and escalation Participate in regular business reviews with the clientPhysical Working Environment:Work is performed in an office environment with long periods of sitting and keyboardingOccasionally required to stand, walk and reach with hands and armsWhat do we require from you?Education/Certifications:High School Diploma RequiredBachelor’s Degree DesiredCertification and working knowledge of ITIL practices desiredRequired/Desired Knowledge, Experience and Skills: 3 years relevant professional and/or internship experienceProven track record of success fueled by a passion for delighting clientsStrong communication, collaboration, prioritization, critical thinking, and influencing skills Demonstrable presentation skills and ability to prepare and deliver logical presentations.Team player with proven ability to collaborate and work successfully with strong personality types and with a wide range of personnel within the organization.Proven self-starter with ability to successfully work in fast-paced, deadline-oriented environmentHigh skill level in use of organizational toolsStrong competency with standard business software applications (MS Office; CRM, etc.)