Client Success Manager

Job Description

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies.

Hybrid Work Schedule-Monday thru Wednesday in office, Thursday Friday from home.

Join us as we help people all over the world thrive at work. Here is where we need you most:

The Client Success Management team has been created and tasked with providing focused attention to O.C. Tanner's largest clients. CSMs (Client Success Manager) are experienced, highly skilled professionals whose primary responsibility is to align O.C. Tanner resources to reduce risk, solve issues, and deliver high-quality results to deliver a strategic solution while maintaining a positive relationship with the client.

Essential Duties and Responsibilities

• Personally accountable for the relationship and success of our largest clients
• Understand different business environments and the issues that affect individual clients
• Ensure contract compliance and negotiate key contract terms and extensions.
• Make key decisions about the management and success of a client's program to improve partnership and revenue
• Monitor client KPI's and determine needed change to improve program success
• Present ideas, strategies and solutions to mid-level and senior-level executives to influence decisions
• Lead meaningful strategy discussions with the ability to clearly and concisely "tell the story"
• Mentor, train and lead others in effective client service principles and best practices
• Solve problems, create efficiencies, and suggest process improvements
• Manage projects with discretion and sound judgement, skill, and efficiency
• Collaborate with other roles and departments across the company
• Gain extensive understanding of client solutions and recognition objectives, and partner with O.C. Tanner sales team to help achieve success
• Manage the day-to-day relationship with main client contacts of our largest clients
• Develop solid relationships with clients to allow long-term partnerships to flourish (retention)
• Provide exceptional technology expertise

Job Requirements

Requirements:

• Bachelor's Degree
• 3 years of experience in client success management and preference given to experience in managing SaaS accounts
• Ability to multitask and process work quickly, efficiently, and accurately
• In-depth knowledge of the systems and processes necessary for client management
• Strong communication skills (email, phone, presentations)
• Ability to work in a team atmosphere
• Experienced project manager
• Strong problem-solving skills
• Ability to research complex issues and develop strategic solutions
• Participate in continuous improvement (change)
• Strong sense of pride and accountability to their jobs
• Ability to adapt to change
• Travel to client locations to conduct Client Strategic Reviews is required