Client Success Manager

Job Description

We are seeking a full-time, remote Client Success Manager with 3+ years of experience working in a software, technical recruiting, or technical outsourcing client services role. This individual will build loyalty and long-term engagement with our clients driving strategy and execution within client retention programs, account reviews, health checks, cross-sales, issue resolution, interview management, KPI tracking and administration, and more.

Reporting to the Head of Client Success, you will advocate for the client across all of Velozient and will play an integral role in our service delivery team.

Responsibilities

  • Develop strong client relationships built on high responsiveness and advocacy
  • Plan and execute successful client retention programs that drive loyalty and satisfaction measured by NPS and CSAT respectively
  • Review and submit candidates for open client jobs
  • Coordinate candidate interviews and gather feedback communicating next steps within the People Success (i.e., recruiting) and account management teams
  • Identify and close new sales opportunities within existing accounts, build job descriptions when necessary, and kick off new job recruiting efforts
  • Collaborate with account managers on key account activity
  • Conduct client onboarding sessions
  • Track and maintain client success KPIs and other metrics
  • Perform periodic health checks and ensure new resources are onboarded successfully with the client
  • Provide needed service information to clients including resource holiday calendars and answer general client inquiries
  • Collaborate with People Success in investigating and resolving resource issues
  • Coordinate and contribute to annual account review preparation and execution
  • Exhibit high integrity, a self-starter approach, and commitment to owning work outcomes

Experience

Required

  • Excellent English verbal and written communication skills
  • 3+ years in a client services role with a software, technical recruiting, or technical outsourcing company
  • Strong, innate desire to advocate for the client
  • Track record of building positive, trusting, and collaborative relationships with clients, resources, and internal teams
  • Demonstrated ability to make data-driven decisions
  • Strong organizational skills, accountability, and multi-tasking background
  • Understanding of software development lifecycle (SDLC) process and related technical roles
  • Proficiency with Microsoft Office Suite (i.e., Outlook, Excel, Word, and PowerPoint)
  • Self-motivated, results-oriented, accountable, and trustworthy

Desired

  • Bachelor's degree in business, marketing, computer science, or a related field
  • Experience selling IT, software development, or outsourcing services
  • Experience working with Applicant Tracking Systems (ATS) and Customer Relationship Management (CRM) systems

Additional Info

  • Knowing your ideas are heard and matter – think big!
  • You get to own your job and be recognized for your contributions
  • Work with smart and creative people
  • Making mistakes is human. Let’s learn from them. Be transparent!
  • We recognize you as an individual – no presumptions or judgment. Be the extraordinary you!
  • 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
  • Start: ASAP

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