Client Success Manager
Rightworks
- Nashua, New Hampshire, United States
- Nashua, New Hampshire, United States
À propos
We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect.
Job Overview The Client Success Manager is a highly proactive and driven IT account manager that engages with accounting professionals to deliver results. The manager is responsible for managing the life cycle of the firm following the project implementation to the date of renewal. The position focuses on developing lasting relationships with Rightworks OneSpace Firm Premier clients by providing excellent service and user experience. The position focuses on two main aspects: references and retention inside Rightworks OneSpace Firm Premier.
As a Client Success Manager, your role in the Rightworks organization will be to provide an extremely high level of service and leadership to our clients. Ultimately, your efforts will be essential in providing a positive experience for our clients.
Responsibilities
Have regular contact and routine calls with cloud administrators and/or partners for an average of forty accounting firms
Ensure the OneSpace Firm Premier experience is stable and consistent for their firms
Communicate and work jointly with Rightworks internal teams (Service, Application, Network, Project, Infrastructure) to deliver resolutions to clients
Walk clients through software, office, and staff changes
Advise best practice for using and engaging with the Rightworks OneSpace Firm Premier product
Be responsible for having an in-depth understanding of the Rightworks product and procedures
Show our clients that they are valued and appreciated
Be the voice of the customer
Additional responsibilities Account Management:
Day-to-day activities include keeping a pulse on our clients
Guide escalation process where necessary through the proper support channels
Manage client communication via weekly updates, status page, calls, and email
PR, write up root cause analysis, and communicate effectively with clients on outages
Oversee client projects such as office moves, network changes, software implementations and conversions
Every Client Success Manager will be required to provide qualified references on a regular basis to the Sales Team
Renewals- delivered in a timely fashion, and a 97% closing rate
Any additional tasks required to ensure the client has a positive experience and that any gaps are connected or filled
Assist other departments as needed
Complete special projects and tasks assigned by management
Requirements
4-6+ years of account management experience in the IT industry or related experience
Bachelor’s degree in business management or equivalent
Excellent communication, time management, decision making, presentation, and organization skills
Ability and desire to learn Rightworks processes and technologies
Knowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desired
Understanding of various technologies such as Citrix, Microsoft, Dell, Network Monitoring systems, etc.
Proactive – take initiative to resolve issues and communicate with the client
Reliable – follow through, do what you say you will do
Over Achiever – go over and beyond what the client expects
Communication – be able to discern between customer perspective and Rightworks perspective, client is always right
Adaptable - balance moving priorities, projects, clients and technology. Be able to shift priorities in response to the demands of the situation at hand
Teamwork – Must be able to work with your team in such a way as to build one another up
Tenacity – Diligence to find the right answer/solution even when it is not easily apparent
Compulsive organization
Conflict resolution - ability to handle difficult situations and client frustration while maintaining composure
Feedback from clients about their CSM should be positive
Additional Information/Requirements
Remote based role
General office environment for any onsite work
Considerable stress may occur at times
Up to 10% travel. Travel will be at the Client Success Manager’s discretion and will be dependent upon territory and travel budget. The objective of client visits is to strengthen client relationships and client retention.
Eligibility Requirements
This role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship.
Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska.
Relocation will not be offered for this position.
Our compensation range for this role ranges from $65,000 - $70,000 annually, and is determined based on factors such as relevant experience, skills, and internal equity.
Benefits To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!
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Compétences linguistiques
- English
Avis aux utilisateurs
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