Lead Client Manager (CM)

United States·ArlingtonRemoteFull Timelead

OtherClient Manager

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Quick Summary

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OtherClient Manager

The Lead CM will lead a team of client managers across assigned products toward the goals of:

Risk Detection & Mitigation
Opportunity Identification for Contract Expansion
Proactive Connections with Decision Makers
Expanded system knowledge & usage across client base

This position is required to travel, and 10%-25% travel is typical for this role.
Business needs will dictate the amount of travel required, which may be more/less than the typical amount specified.

Provide supervisory support and leadership to the Client Managers assigned to the Lead’s product set:

Report directly to the Senior Director of Client Success on current state of Client Managers under the Lead’s supervision.
Provide day-to-day guidance, support, coaching and oversight to the team including 1 on 1 meetings, team meetings, and annual performance review (ARP) oversight/execution.
Support employee selection/hiring, disciplinary, and exit processes as needed.
Coordinate team delivery of client resources and mass communication, including but not limited to bi-weekly emails, product release information, weekly/monthly webinars, office hours, etc.
Lead efforts to identify and turn around at-risk clients.
Maintain feedback loops to other Symplicity teams (sales, support, product, marketing, etc.), sharing client feedback and representing the client perspective
Maintain feedback loops to leadership on current state of the business specific to client health, renewal risk, and expansion opportunities.
Ensure utilization of customer success tools.
Other duties as assigned.

Work with the billing team to assist in any issues, invoices, and new sales quotes.
Actively support quick and effective implementation of new Symplicity systems assigned in conjunction with Implementation Specialists.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Engage in day-to-day communications with clients to ensure we are maximizing their experience and success with their Symplicity systems.
Advance a trusted advisor relationship while driving towards successful delivery and implementation of new services.
Identify upsell and cross-sell opportunities within client base and work with Account Executives to ensure these opportunities.
Continuous learning and expertise on industry and client best-practices and trends. Develop client case studies, success stories, and references for assigned clients.