Client 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.

Requirements

• 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
• Client Success Manager
• 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

Qualifications

• Bachelor’s degree in Computer Information Systems or Business-related field

• 10+ year(s) experience managing renewals and driving upsells

• Strong oral and written communication skills, including presentation skills

• Strong collaborator and desire to work with people

• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment

• Proven track record of successfully working directly with clients to achieve their goals

• Strong analytical, critical thinking, communication (written and oral) and organizational skills

• Ability to establish professional relationships with key stakeholders in assigned customer accounts

• Ability to present to all levels of the client’s organization

• Ability to adapt to dynamic requirements and take ownership of problems.

• Organizational and leadership skills are a must

• Project management skills a plus

• Strategic thinker

• Travel as required for customer meetings

This position includes competitive salary, upsell commissions and excellent benefits.

If this sounds like a good fit for you, please submit your resume to recruiter@oversightsystems.com.

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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.