Client Success Manager

The Client Success Manager serves as the single point of contact and relationship manager for a group of customer accounts, acting as client liaison throughout the customer lifecycle. Develops customer relationships that promote retention and loyalty and prevent churning. Responsible for customer retention through renewing maintenance & subscription/service/license contracts fortheirassigned account base. They will demonstrate knowledge of Alvaria's products and customer contracts. Works closely with customers to ensure they are satisfied with the services they receive and to improve areas of dissatisfaction. Supports the post-sales customer lifecycle as it relates to customer service, on-going support, and product adoption. Maintains contract revenue base at highest possible customer retention rate and protects revenue streams. Build relationships with all relevant stakeholders as a trusted advisor, through identifying operational and business issues and opportunities to continuously find areas of improvement. Consults with Global Technical Support on issues and escalations, Project Management on project status, Product Management and Engineering regarding in life product improvements and all aspects of the Alvaria business as the customer advocate.

ESSENTIAL FUNCTIONS

• Client liaison and advocate throughout the customer lifecycle serving as the single point of contact providing a personalized and positive service experience
• Work renewals pipeline withinan appropriate timelineto ensure on timerenewals
• Contact customer andsharemaintenance renewal quotes120daysin advanceofcontractexpiry and work to renew on time
• Understanding of customer's platform and goals (specific business needs/initiatives and priorities)
• Proactive engagement to align Alvaria solutions to business outcomes & best practices
• Facilitate customer meetings with internal experts on technical product adoption & strategicconfiguration tactics
• Develops deep customer relationships across complex customer organizations with keystakeholders, business, and technology leaders
• Recognize organic opportunities for expansion / growth, engage with AE to pursue
• Maintain customer business action plan outlining adoption efforts being managed with thecustomer
• Communicate company updates, improvements, new programs to customer
• Ensure timely contract renewal and promote awareness of upgrade and add-on opportunities to customers & through the channel.
• Limit loss of revenue / renewals - support save play actionsrequiredtoretaincustomers.
• Partner with the regional Account Executives asrequiredin negotiationsregardingpricing, terms andconditions and support of deliverables.
• Escalate renewal issues asrequired and manage forecast of renewal and potential churn risk.
• Ensure receipt of required documents for processing renewals (purchase order & signed quote)
• Reviews case history of client for patterns and/or trends to provide proactive recommendationsto minimize recurrence of product issues
• Monitors and drives timely resolution of tickets and/or escalated tickets
• Works closely with and collaborates across internal teams including Sales, Product Management, Cloud Operations, Support, and Professional Services to ensure the customer getsincreased value and optimization of their solutions.
• Communicates root cause analysis (RCAs) of the problems and action plans to customers
• Anticipates issues on customer satisfaction and communicates any potential risks
• Maintains updates on customer health and temperature in Salesforce
• Develops deep customer relationships promoting retention/loyalty & preventing churn
• Plan and manage regular Business Reviews with customers, proficiency in presentation skills
• Able to articulate the business success achieved in using the Alvaria products
• Engages with product management to help facilitate feedback & product roadmap requirements
• Ensures customers are maximizing use of resources, i.e., Online Community, Education andTraining
• Promotes/facilitates/communicates benefits and value of upgrades, migrations
• Maintain oversight of active implementations; attends project calls, review Project Management project updates

SPECIALIZED KNOWLEDGE & SKILLS

• Superb customer management skills, clear communications, ability to manage cross-functionally
• Outstanding interpersonal and networking skills
• A history of consistent achievement of goals and targets.
• Experience in product management, project management, and sales
• Experience in working with complex, multi-divisional, multi-geographical customers and haveexperience influencing / directing others
• Customer-Focused with a thorough knowledge of customer service practices
• Excellent executive presentation and communication abilities, both oral and written
• Extensive experience working with cross-functional teams (e.g. Sales, Products, Marketing,Engineering, Services)
• Highly organized and proficient in Microsoft Office Suite, especially Excel and PowerPoint.
• A history of consistent achievement of goals and targets, especially in the areas of CustomerRetention (NRR, GRR)
• Experience analyzing data including trend analysis to help drive and demonstrate customer serviceopportunities and solution adoption and value
• Technical aptitude and ability to learn software programs
• Preferring experience with Customer Relationship Management (CRM) software such as Salesforce
• Excellent analytical and problem-solving skills
• High initiative, self-motivated and proactive
• Experience in a SaaS company in a customer-facing role

EDUCATION AND EXPERIENCE

• Bachelor's degree in relevant field or equivalent/relevant work experience will be a must
• Travel to meet with customers as necessary, expected around 20%

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.