Client Success Manager

Position Overview

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.

Responsibilities

• 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

Experienced Required

• 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

• Education and Professional Certification:

• Bachelor’s degree in Business, Arts, Science or Engineering strongly preferred

Education and Professional Certification

• Bachelor’s degree in Business, Arts, Science or Engineering strongly preferred

Candidate Characteristics

• 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 recruiter@oversightsystems.com.

About Oversight

The world’s largest companies and government agencies trust Oversight to identify enterprise spend risk no matter where it resides in their organization. Oversight’s AI-powered platform drives financial transformation by reducing audit effort and eliminating data silos to monitor and analyze 100% of spend transactions with unparalleled accuracy. With full visibility into spend, Oversight customers find and prioritize employee-initiated and third-party spend risk that would otherwise go undetected by in-house processes.  By identifying process breakdowns and making corrections early, Oversight helps optimize budgets, reduce out-of-policy spending by 70% while maximizing audit efficiency and eliminating cash leakage.