Manager, Client Success Management

| Chicago
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cleverbridge is looking for a hands-on team leader of our Client Success Management team in Chicago. Because a key function of the team is to manage client relationships, it is very important that the candidate be familiar with account management and client retention. They should have a proven track record of leading a team of client-facing professionals and, ideally, experience with working with large, international companies. This role will work closely with Sales, Development, Marketing, and Customer Service and other teams, as well as his/her counterpart in Cologne to ensure successful outcomes for our business, clients and our employees.

The Client Success Management team supports clients on an operational level by working side-by-side with them through migration, onboarding and retention. Once a client is set up with our platform, the Client Success Management team leverages a proven set of best practices to deliver ongoing ecommerce consultation delivering operational excellence.

 

Responsibilities

  • Create and maintain relations to key client accounts and serve as escalation point
  • Fosters a culture of high-performing people and processes
  • Lead and coach 10-12 Client Success Managers locally to provide the right level of support to clients. Provide day-to-day supervision and support of direct reports while on-site in the Chicago office.
  • Execute against operational targets (e.g. revenue, profitability, SLAs, productivity and client satisfaction rates)
  • Ensure client satisfaction and retention/growth of revenue through the delivery of a outcome-driven client experience
  • Ensure proactive communication and timely delivery of client requests via the appropriate channels (e.g. email ticket responses within SLA’s). Measure and report metrics on an ongoing basis.
  • Identify and execute initiatives to improve client satisfaction, business processes and employee engagement.

 

Core KPIs

  • Revenue growth of total portfolio of client accounts managed locally
  • Delivery of client SLA’s
  • Productivity and/or Client Utilization Rates
  • Client Satisfaction Scores

 

Qualifications and Skills

  • Bachelor’s Degree or equivalent experience
  • 3+ years of leadership experience, or proven ability to lead a team, providing motivation and clear direction to meet expectations by instilling accountability for quality, sense of urgency and deepening of client relationships
  • 3+ years of experience in ecommerce, IT, marketing or similar tech industry experience
  • Strong client management attitude/service mentality, including interpersonal and problem-solving skills with a focus on building client relationships
  • Strong organization skills that can accompany growth and change management situations
  • Strong communication and presentation skills in English (German language skills are a big plus)
  • Project management experience desired, but not required

 

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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