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VP, Client Success
Location
United States
Posted
26 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
VP, Client Success
Momentive
Role Description The overall role of the Client Success Team Leader is to manage a portfolio of accounts and an associated CSM team. Periodically, the CSM team leader will be required to manage a small number of accounts based on their importance or status (e.g., at risk). As retention risk is increased, carefully transitioning the account to a core team member. - Leadership and Team Management - Team Building: Building and leading a team of high-performing Client Success Managers. - Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities. - Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager. - Client Relationship Management - Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk. - Client Engagement: Manage and support the team to cultivate strong, long-lasting relationships with clients. - Knowing our Clients: Collect information about clients to better meet their needs and maximize relationship expansion opportunities. - Service Expansion: Coach and manage team members to identify opportunities to expand or enhance service offerings. - Portfolio Planning and Management - Relationship Management Planning: Collaborating with executive leadership to evaluate factors affecting client relationships. - Operational Excellence - Process Management: Coach and manage CSMs to efficiently and effectively execute standard work routines. - Process Standardization: Coach and manage CSMs to follow standard policies, processes, and procedures. - Process Optimization: Identify opportunities to improve operational processes. - Quality Assurance - Service Quality: Establishing and maintaining quality standards. - Compliance: Ensuring that services comply with industry regulations and standards. - Communication and Collaboration - Team Communication: Maintain a consistent practice of team huddles, meetings, and individual conversations. - Internal Communication: Facilitating effective communication between different departments. - Collaboration: Collaborating with sales, marketing, product development, and service delivery teams. Qualifications - Leadership Skills: The ability to inspire and lead teams. - Strategic Thinking: A forward-looking mindset to contribute to strategic goals. - Client Relationship Management: Strong interpersonal skills to build and maintain client relationships. - Negotiation Skills: Knowledge and experience working with various contract documents. - Operational Excellence: A keen eye for operational efficiency and process optimization. - Financial Acumen: The ability to manage proposals including pricing and client value expressions. - Communication Skills: Clear and effective communication both internally and with clients. - Problem-Solving: The capability to identify and solve complex problems. - Adaptability: The capacity to adapt to changing market conditions and client needs. Requirements - 10+ years of Account Management, Client Success Management, or Association Executive experience required. - Bachelor's degree required or equivalent experience. - Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. - Must have excellent analytical and problem-solving skills. - Proven abilities to develop high-performing sales and relationship management organizations serving large portfolios (1,000+) clients. - Experience leading client success organizations with 15-20 team members. - Track record of driving enterprise-wide transformation and standardization initiatives. Benefits - Medical, Dental & Vision Benefits - 401(k) Savings Plan with Company Match - Flexible Planned Paid Time Off - Generous Sick Leave - Inclusive & Welcoming Environment - Purpose-Driven Culture - Work-Life Balance - Commitment to Community Involvement - Employer-Paid Parental Leave - Employer-Paid Short-Term Disability - Remote Work Flexibility Company Description Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges.
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