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SalarySummary of Position
Do you like to stay ahead of the curve and bring new innovations and technology to others? Do you constantly look for ways to lead change and improve the situations around you? This is your opportunity to take your career to the next level and become an unstoppable innovator.
At Acuative, we are revolutionizing the IT industry to ignite innovation. We challenge the status quo every day, building a better world for our customers and our employees.
The Client Relationship Manager plays a critical role in supporting the unique Acuative customer experience. In this role you will be responsible for managing the customer's perception of Acuative, the success of the services delivered to the account, and ensuring that Acuative delivers services as specified in the client's contract.
The Customer Success Manager's key roles include:
- Managing day-to-day service related client interactions in respective accounts
- Seeking out and understanding clients' short, intermediate and long-term goals and collaborating with internal delivery teams, including Sales, to fulfil those goals through Acuative services
- Defining a Mission Value Statement in collaboration with the client and ensuring this is appropriately communicated to internal delivery teams
- Working with client to determine KPI's and metrics that measure Acuative success in providing services, aligning with the overall Mission Value Statement
- Collaborating with delivery teams to ensure all client metrics and KPI's are achieved or exceeded
- Proactively reviewing overall services looking for potential issues or improvements, collaborating with internal operations on recommended improvements, and communicating analysis and recommendations to client
- Collaborating with internal delivery teams to identify and resolve risks and escalated issues in a timely manner and provide supporting communication and expectation setting with client
- Listening to customer challenges and using problem-solving skills to determine solutions for those challenges, including execution of a continuous improvement process where warranted
- Influencing and managing client expectations about how Acuative services will be delivered
- Determining and interpreting client needs and sharing revenue growth opportunities and other client insights with Enterprise Sales
- Communicating to client how Acuative services add value over our competition
- Partnering with Enterprise Sales teams to determine account plans and penetrate accounts for additional sales opportunities, particularly during Account Strategy sessions
- Putting the customer first in all daily interactions and using that mind set to lead by example for all internal delivery teams
- Coordinating, developing and leading client Quarterly Business Reviews (QBRs)
Desired Qualifications:
- 5+ years experience in a customer facing role in either a program/project management, customer success, or sales capacity
- Strong technical understanding of infrastructure operations
- Bachelor's degree or equivalent experience
- Outstanding written and verbal communication and presentation skills
- Strong interpersonal skills and ability to work with various teams with varying backgrounds and skill sets
- Strong comfort level with proactively engaging with customers and setting and maintaining expectations
- Strong listening skills and ability to ask effective questions, understand client priorities and anticipate client needs
- Strong problem solving skills
- Strong organizational skills with attention to detail and ability to learn quickly
