The Client Success Manager is responsible for maintaining and expanding customer account relationships. This position is responsible for contract renewals, upsells and the ongoing optimization of customer outcomes. The position requires a deep understanding of each client’s organization, their Oversight solution and organizational objectives. The Client Success Manager also serves as liaison between clients and different teams within Oversight.
Ensure the success of an assigned set of Oversight customers through exceptional customer service delivery
Provide customers with ongoing guidance to maximize product adoption and value realization
Manage customer retention and renewals, and carefully manage customer attrition risk
Drive new business growth, including upsell and cross-sell opportunity identification and follow through
Serve as a customer advocate and advisor, providing consultative advice, best practices coaching and creative thought leadership
Foster and maintain customer relationships across departmental and executive functions and management levels
Create client-facing deliverables and work products, including Program Review and training documentation, following established standards where available and appropriate
Keep up-to-date with changes to company products, tools and processes
Communicate effectively and maintain a proactive, positive relationship with all departments within the company, notably including Sales, Marketing, Client Engagement Management, Client Support, and Client Delivery
Assist in creating processes and procedures that will streamline Client Success processes. This includes deliverables and templates for internal and external stakeholders
Support and assist the Product Development organization by sharing customer and individual feature enhancement ideas and suggestions or participating in Product development and testing
Assist other team members with client engagements when appropriate
Assist with mentoring and training new employees
Occasionally present product knowledge or domain expertise via speaking, training or sales environments including customer conferences, trade shows, conventions or public speaking engagements
Track billable and non-billable time and expenses
5 years of experience in a software account management required
Experience in sales, business development, client relationship management and project management preferred
Microsoft Suite (Excel, Word, PowerPoint, Outlook) experience required
Experience in auditing, financial data analysis or data analytics as a practitioner, or with a complementary or competitive products and services is a plus
Experience with popular T&E, Financial, CRM and ERP systems a plus
Bachelor’s degree in Business, Arts, Science or Engineering strongly preferred
Candidate must have excellent communication and client management skills
Candidate must have strong presentation, interpersonal and consultative skills
Candidate must be a self-starter able to work in a fast-paced dynamic environment
Candidate must possess initiative to produce improvement initiatives both internally and with clients
Candidate must be organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches
Candidate must be able to manage multiple clients simultaneously with minimal oversight
Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures and legal requirements
Candidate must be available and willing to travel up to 25%
Interested and qualified candidates should submit a resume with salary requirements to firstname.lastname@example.org.
Oversight is the world’s leading provider of AI-based spend management and risk mitigation solutions for large enterprises. Based in Atlanta, GA, Oversight works with many of the world’s most innovative companies and government agencies to digitally transform their spend audit and financial control processes.
Oversight’s AI-powered platform works across our customers’ financial systems to continuously monitor and analyze all spend transactions for fraud, waste, and misuse. With a consolidated, consistent view of risk across their enterprise, customers can prevent financial loss and optimize spend while strengthening the controls that improve compliance. Learn More.
Oversight Systems is an equal opportunity employer.