Sr. Client Success Manager at Ensono

| West Suburbs
!Sorry, this job was removed at 3:51 p.m. (CST) on Tuesday, March 3, 2020

The Client Experience and Success team is responsible for developing client relationships that promote retention and loyalty while ensuring that our clients derive maximum value from Ensono’s solutions and services. As a team, we are on a mission to transform each client’s experience, while becoming an industry-leading Managed Services Provider. We are looking for passionate client advocates who are willing to drive change and help their customers achieve great things.
 

The Senior Client Success Manager is the key client advocate and point-of-contact responsible for supporting the health success of our clients.  Inclusive in this is driving both IT Service Management as well as aligning with our clients’ business outcomes while aligning Ensono products, services and support to help them achieve their goals.  The Client Success Manager will develop their career while building experience across multiple accounts, dealing with a range of issues and opportunities in a variety of industries. 

 

Responsibilities :

Serving as the primary interface to one or more Ensono clients, the Client Success Manager will be responsible for the following: 

        

  • Coordinating internally across Ensono with cross-functional teams such as Technical Operations, Solution Architecture, and Program/Project Management to ensure the relationship and projects stay on track, achieve the desired outcomes, and meet the contractual obligations 
  • Establishing an account governance model by creating the right meeting cadence, aligning the right time and content appropriate for the executives as management levels, and ultimately maximizing each client’s time 
  • Directing assigned Client Success support resources to capture important client data and conduct analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs, and operational data to identify strategic pricing options while managing client churn. 
  • Building relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes 
  • Identifying a customers’ business outcomes, creating a unique plan to align Ensono products and services, tracking/reporting client outcomes against that plan, and ensuring continuous improvement of the customers’ environment throughout the engagement 
  • Collaborating with the Client Partner (Sales) to build a strong account plan and coordinate to effectively manage client relationships, strategic outcomes, opportunities, and manage the client’s overall contractual relationship 
  • Manage critical client issues/incidents via an ITSM based approach, communicating the client’s expectations and ensuring coordination across the Ensono team to deliver 
  • Assess account performance through Ensono’s Client Health Dashboard and work across Ensono teams to manage client challenges and deliver high quality service to each client 
  • Providing technical support or training on Ensono products (i.e., client portal) by coordinating with internal SME’s and support organizations 
  • Becoming a product advocate and providing guidance and recommendations to clients, strengthening the relationship as well as surpassing expectations 
  • Staying informed of the latest industry news, trends, products, services, competitors and existing and emerging technologies that may impact present and future client performance. 

 

 

Experience: 

  • Client Success team members should possess extraordinary interpersonal skills, excellent communication skills and be strong leaders for their client within the organization.  
  • Highly motivated, organized and have experience directing activities cross-functionally within the organization.  
  • Each Client Success team member should be proficient in the following: 
  • Client relationship management – both on the ground and via collaboration tools 
  • Microsoft Office Suite tools with the ability to create PowerPoint and Excel documents that tell a meaningful story through data 
  • IT Service Management best practices – ITIL Certification preferred 
  • Technical aptitude to facilitate problem solving and solution creation initiatives around a mix of the following platforms: 

-Networking 

-Public/Private Cloud 

-Mainframe 

-Middleware 

-Server and OS 

 

 

Additional requirements should include but not be limited to: 

·       7+ years of client success and/or account management experience managing clients 

·       Experience in management consulting a plus 

·       Exceptional multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day 

·       Self-motivated with a strong desire to learn quickly, multi-task, and work independently as well as part of a team 

·       Excellent written and verbal communication skills 

·       Experience in leading a cultural transformation and ability to drive the client through a transformational change 

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • AzureLanguages
    • AWSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWSFrameworks

Location

Our HQ is 22 miles from the Loop; near Belmont station, BNSF line. Plenty of places to eat & shop! 2nd office is in downtown Chicago on Madison Ave.

An Insider's view of Ensono

What’s the vibe like in the office?

I find the culture to be very open and collaborative. One can be on a call with a customer and ask your technical resource across from you a specific question or run into our CEO in the hallway while grabbing a cup of coffee. We allow feedback to be given and changes to be heard. Leadership constantly finds ways to make it an exciting workplace

Bailey Cahill

Senior Manager - Partner & Alliances

What does your typical day look like?

A typical day in our Full Stack DevOps world is collaborative, affords room for creative problem-solving, offers unique opportunities and challenges. Our work involves using cloud technologies to solve application’s needs, research datalake technologies and architect to process large amounts of performance data. We also lay 6 man variation of ping

Jake Frazier-Flores

Software Engineer

What are Ensono Perks + Benefits

Ensono Benefits Overview

Benefits include - generous maternity and paternity leave, generous paid days off and company paid holidays. Sabbatical, adoption, compassion and bereavement leave days, adoption assistance and flexible spending account. Healthcare and 401K eligibility on 1st day of work. Paid volunteer days.

Wellness programs - designed to help us be our best! Fitness week, Virgin Pulse® platform, wellness plans for credits and discounts on medical plan contributions.

Fun ergonomic workplace - free snacks, onsite gym & trainer, yoga classes, Beer O'Clock days.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
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
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer O' Cart every month!
Casual Dress
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Onsite gym available!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within

Additional Perks + Benefits

15 options for coffee and chocolate drinks (its a coffee machine with an IP address after all!) Also, Starbucks machine with chai latte counts, right? And then after the free snacks and all the hot chocolate - get some steps in while checking your emails in our fitness center. We have associate discounts on various products and services locally and nationally.

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