The Client Success Manager is a core member of Altrata's global Customer Success organization. This team proactively engages with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and deliver outstanding customer experience to our clients. We are looking for an energetic and passionate Client Success Manager who loves to problem solve and has experience developing and maintaining strong relationships with senior stakeholders.
The Client Success Manager will work with a pre-defined group of our key enterprise customers, develop relationships across the user base, and play an instrumental part in client retention. They will strategically collaborate with clients to understand their strategy and goals and implement engagement strategy to drive success. They will act as their first point of contact for any queries or issues and provide an accurate and timely response.
What You'll Do
Engage with clients in a consultative and consistent manner (e.g. quarterly business reviews, roadmap presentations, and product training)
Nurture relationships within your portfolio of strategic customers
By engaging your customers using a consultative approach, you'll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, value creation, usage, adoption, product issues
Educate and train the client users on the best ways to utilize our products and features. You'll build success plans to follow data-driven approaches and measure progress based on KPIs
Analyze product usage data proactively to take necessary actions to improve product adoption and reduce churn
Co-create impact plans with the Account Manager with definite success metrics and engagement strategies
Evangelize and guide customers to implement improvements
Develop creative solutions in collaboration with your Account Manager to discover opportunities for growth and drive net expansion
Who You Are
You are a strong multitasker, leader, and adaptable team player
You think creatively in order to improve the platform internally and externally for the business and for clients
You are all about phenomenal customer service and strive always to provide an extraordinary client experience
You absolutely love to work collaboratively to problem-solve and to help others
You have a thirst for product knowledge and can provide subject matter expertise on the usage and functionality of our product applications and tools
You are a person who listens to the needs of your clients and works with them to show how our solutions can help meet our client's goals
You are an inspiring leader who is willing to work collaboratively with the team to achieve results for clients
Education/Experience
You currently are working in, or have previous experience supporting large enterprise customers
Experience providing SAAS product support preferred
4-5 years' experience in a customer success or application support role preferred
Strong analytical skills with experience leveraging data and insights to build business cases
Strong communication, presentation, and influencing skills
Experience with Salesforce, Groove, or FreshDesk is a big plus
Self-starter with a strong understanding of project management practices
Team player with a customer-centric mindset
Organized and disciplined around setting success measures and KPIs
About Altrata
Altrata is a global leader in people intelligence. It includes more than 100 million profiles on wealthy individuals around the world and more than 12 million profiles on senior decision makers, board members, and c-suite leaders. Altrata provides intelligence on the people who are most impactful to our clients' success.
Advanced integration solutions allow deeper insights and access to billions of connections helping clients close more deals, manage risk, and identify up-and-coming talent quickly. Our data is actionable, accurate, and comprehensive. Powered by a global team of more than 400 researchers who are committed to maintaining millions of profiles and changing data points, so you can effectively engage and make meaningful, lasting connections.
Altrata is comprised of five distinct offerings: BoardEx, Boardroom Insiders, RelSci, WealthEngine, and Wealth-X.
Altrata is actively committed to promoting, fostering, and nurturing a diverse and inclusive environment, and all applicants will receive equal consideration regardless of race, sex, religion, color, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We recognize that these types of statements appear often in job descriptions. At Altrata, we really and truly mean it.
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