Client Success Manager

| Chicago
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At cleverbridge, we’re all about creating lasting relationships. Client Success Managers work across boundaries – departments, countries, and functions – to develop strong and meaningful relationships with our clients that result in long-term growth. They provide day-to-day support and consultation of our clients, and ensures the delivery of operational excellence in processes, services and relations to existing clients to drive their revenue and provide a superior partnership experience. They act as a trusted partner to B2C and B2B technology vendors; using industry knowledge, proactive communication and project management skills, and a commitment to building strong relationships to drive growth in our organization.

The ideal candidate is tech savvy and service-oriented with proven knowledge in e-commerce and subscription billing. We treat our clients as partners, therefore, it is critical that you have the professional skills and experience to effectively manage client relationships.

 

Your Responsibilities

  • Take ownership of assigned clients and serves as central client contact, responsible for solution delivery (internal and external), while coordinating internal resources
  • Manages and develops client accounts to maintain favorable relationships
  • Evaluates clients' needs, develops concepts and opportunities that support business processes and oversees the implementation of solutions. Ensure ongoing understanding of assigned clients’ goals
  • Ensure ongoing delivery of contractual commitments and service levels (“Plans and Packages,” SLAs)
  • Executes against operational targets (e.g. revenue, profitability and client satisfaction)
  • Prepares and presents business reviews to clients and moderate/lead meetings, phone calls, onsite visits
  • Partners with Sales and Account Management
  • Maintain excellent ongoing understanding of cleverbridge solution, tools, partnerships, as well as an understanding of internal processes (such as legal, tax, compliance, finance, etc.)
  • Provide expertise on current ecommerce industry best practices

 

Core KPIs

  • Revenue retention and growth of “book“ of client accounts under management
  • Client SLA’s (Zendesk, incident response and/or CRM)
  • Productivity and/or Client Utilization Rates
  • Client Satisfaction Scores

 

Your Qualifications and Skills

  • Bachelor's Degree or equivalent experience
  • 3 years of experience in a client-facing role with digital commerce or subscription billing services
  • Technical savvy and analytical skills to assess and report on their process; recommending optimization strategies and solutions
  • Demonstrated success in achieving retention and long-term partnerships with clients
  • Excellent communication and presentation skills to lead calls, gather requirements, present business cases and consult on recommended solutions and strategy
  • Ability to travel domestically and internationally up to 10%

 

What we offer

We are offering a challenging and interesting opportunity with extensive responsibilities in a dynamic and fast growing company. Benefits include a generous 401(k) plan, flexible hours, health care, tax-free transit and more!

 

More about us

Founded in 2005, cleverbridge provides global subscription billing solutions that help companies build long-term customer relationships and grow recurring revenue streams. The core of our fast-growing technology company is our 300+ employees between offices in Cologne (Germany), Chicago, San Francisco, and Tokyo. Our diverse and talented workforce is passionate about our solutions and our clients’ success. We believe if you love what you do, you should love where you work. So we emphasize career progression, work-life balance, and a casual, contemporary work environment.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • jQueryLibraries
    • ReactLibraries
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • Bit.lyAnalytics
    • IllustratorDesign
    • BasecampManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • ExactTargetEmail
    • WhatCountsEmail
    • Oracle EloquaLead Gen

Location

We have swanky penthouse digs in River North, just blocks from both Merchandise Mart and Grand station. Plus plenty of places to grab lunch or a beer!

An Insider's view of cleverbridge

What's something quirky about your company?

The nap room. A solid 10 minutes swinging in that hammock on your lunch break after a heavy meal really gets you energized for the rest of the day. Just don't mistake it for one of our Chicago movie themed conference rooms. The Dark Knight can be misleading. If napping isn't your vice, never fear! Beer buggy Fridays are always near!

Noelle S.

Customer Service Representative

How do you collaborate with other teams in the company?

As a member of our sales team I rely heavily on collaboration. Obviously, marketing and sales work very closely together to help get our message out and bring leads in, but everyone plays a role in our success. Departments like design & development, legal & compliance, and finance all provide insights and expertise through the sales process.

Todd G.

Senior Sales Account Executive

How has your career grown since starting at the company?

When I started here, I was still, in a sense, trying to figure out what I wanted to "do" in my career. In my first year as a CS Rep, I had an opportunity to attend a six-week Introduction to Web Design, taught in-house by one of the designers. After the class ended, a position on the Front End team became available, I applied and got the job!

Andrea O.

Front End Developer

How do you make yourself accessible to the rest of the team?

One-on-one meetings are one key aspect of being accessible to my team. I focus on listening more than talking and ask open-ended questions to understand what makes my team tick, professionally and personally. By identifying strengths and career goals, I can refer projects, tasks, and training in the future to better align with those ambitions.

Jessie A.

Director of Marketing Services

What are cleverbridge Perks + Benefits

Culture
Eat lunch together
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
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