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Client Success Manager

| Chicago

Position Title: Client Success Manager  - Chicago 

Reports To: V.P. Client Success   

Effective Date: February 1, 2018

Full or Part-Time (Hours): Full-time – Monday through Friday 

Position Summary: 

The Client Success Manager is responsible for building long term meaningful client relationships while developing and understanding clients’ business needs and goals.  The Client Success Manager will ensure that assigned clients are adequately trained and supported for all Smokeball software features.  The Client Success Manager will be responsible for helping assigned clients effectively engage with Smokeball software while having the client’s best interest in mind and act as an advocate to ensure they are set up for success.  The Client Success Manager will be responsible for providing a high-quality, professional, and competent client experience.  The Client Success Manager will troubleshoot problems, determine source, and advise clients on appropriate action.  All responsibilities are to be performed in accordance with Smokeball core values, standards, policies, and procedures.  

Essential Functions: 

  • Create and implement plans to promote a structured approach for client retention.   
  • Improve software usage through proactive communication.  
  • Engage regularly with clients to enhance the value of utilizing Smokeball software. 
  • Handle day to day tasks and issues, investigate client problems, determine source, and recommend possible solutions to achieve effective resolution and client satisfaction. 
  • Effectively, professionally, and empathetically address and provide solutions for challenging client situations.  
  • Establish and nurture healthy client relationships to become their trusted and valued partner.  
  • Troubleshoots problems and identify ways we can be consistently providing excellent service to our clients. 
  • Maintains confidentiality with regard to client information being accessed. 
  • Assist and support the renewal process for existing clients based on client’s contract renewal date.  
  • Collaborates and works with Onboarding Specialists and Client Trainers to ensure clients are tracking towards ongoing success. 
  • Provides back up support to team members as needed and requested by management. 
  • Maintains and expands knowledge with Smokeball software and readily shares knowledge with team members. 
  • Provides recommendations for improvements, to management, as requested. 
  • Trains new Client Success Managers as requested by management.  

Knowledge, Skills, and Expertise: 

  • 2-3 years of relevant Customer/Client Success experience preferably in a technical environment or legal industry.  
  • A clear and impassioned customer relationship management philosophy, along with outstanding customer relationship capabilities.      
  • Ability to communicate technical information to nontechnical users.  
  • Highly energetic and self-motivated with the ability to work independently within a collaborative team environment.  
  • Excellent time management skills with the ability to prioritize job responsibilities
  • Excellent written and verbal communication skills. 

Education/Training:

  • A BS degree from an accredited college or university preferred or equivalent applicable work experience. 

Prior Experience: 

  • 1+ years of prior customer relationship management experience. 
  • Prior experience in or exposure to the legal field.  

Competencies: 

  • Communication Proficiency
  • Technical Capacity
  • Ethical Conduct
  • Business Acumen
  • Problem Solving/Analysis
  • Personal Effectiveness/Credibility
  • Time Management
  • Diversity and Inclusion

Travel: 

  • Ability to travel to client sites locally and nationally as well as to conferences and/or seminars as requested by management.  Travel may include evenings and weekends.  

Software Used: 

  • Microsoft Office
  • Dropbox 
  • LogMeIn Rescue 
  • Zendesk
  • Salesforce
  • Joinme

Please note this job description is not designed to cover or contain a comprehensive listing of every activity and responsibility that are required of the employee for this job.  Activities and responsibilities may change at any time with or without notice.  This job description should not be considered as a contract of employment.  

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Location

We're in the heart of downtown Chicago right at Adams & Wells. Whether you're commuting on the Metra, CTA, or the JFK, we're easy to find!

What are Smokeball Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
15-20 vacation days per year with a rollover of up to 10 days per year
Paid Volunteer Time
1 paid day off to spend volunteering at your favorite organization, or volunteering with Smokeball during one of the company volunteering events
Paid Holidays
6 company holidays per year, plus 4 floating holidays that employees can use however they'd like
Paid Sick Days
6 sick days per year with a rollover of up to 30 days per year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Investing in our employees is of the utmost importance to us. We are constantly striving to improve on our offerings and always ask for feedback from our employees.

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