Client Success Manager

Job Responsibility:

SUMMARY

The Client Success Manager uses their exceptional relationship skills to engage and retain our client by helping them utilize our CMMS solution in the best way possible. This largely client-facing position is critical to the client experience and drives our personalized approach to client support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops and manages client information within CRM/CSM platforms (Salesforce, Gainsight)
• The Client Success Manager (CSM) will be responsible for proactively engaging clients and serve as a trusted advisor to our clients, leading to strong adoption of our products.
• Leverages deep business and industry knowledge to partner with clients to help increase sustainable proven value so they achieve their strategic goals and desired outcome through their interactions with the WebTMA software.
• Create success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Provide a yearly or quarterly business review with the key stakeholders.
• Analyze client data to improve client usage and experience.
• Understand and be able to clearly articulate the TMA value proposition.
• Consult with clients to understand learning goals, success criteria and program strategy to ensure client success in maximizing the value of TMA solutions.
• Ensure satisfaction with our products and services, coordinate with internal resources to product prompt resolution of open issues
• Conduct virtual monthly status meetings, as well as other client requested meetings, with each assigned client
• Inform and provide details on upcoming product enhancements to your assigned clients.
• Deliver product demonstrations and client training as required.
• Be a relevant contributor when called upon to participate in meetings, internal and external.
• The ability to interact effectively at all levels of an organization and cross functionally, influence and advocate on behalf of the client
• Develop a working knowledge of the performance of the accounts by monitoring client activity to identify any changes in performance that may indicate a service or other issue
• Leverage client relationships as needed for prospective references.
• Live the core values of TMA as published, have fun, enjoy your life and have a successful career at TMA.

SUPERVISORY/MANAGEMENT AUTHORITY

No supervisory/management authority

EDUCATION AND EXPERIENCE

Bachelor's Degree and a minimum of 3 years of related experience

KNOWLEDGE, SKILLS & ABILITIES

• Ability to build strong relations with premium support client
• Excellent organizational skills
• Excellent English communication skills including both written and verbal
• Ability to demonstrate leadership qualities
• Ability to maintain the highest level of professionalism, confidence, and integrity while directly working with internal personnel and external clients.
• Working knowledge of principles and processes for providing client service, which includes client needs assessments, meeting quality standards for services, and evaluation of client satisfaction.

PREFERRED QUALIFICATIONS

• Proven experience in facilities management, or related field
• Familiarity with CMMS/EAM software is a strong advantage.
• Familiarity with CRM platforms (Salesforce, Gainsight)