Client Success Manager - Nonprofit

at  Euromoney Institutional Invest

The Client Success Manager is a core member of Altratas 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.

EDUCATION/EXPERIENCE:

• Industry: You currently are working in, or have previous experience in the Nonprofit sector
• You currently are working in, or have previous experience supporting large global enterprise customers
• Extensive 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
• Self-starter with a strong understanding of project management practices
• Strong communication, presentation, and influencing skills
• Experience with Salesforce, Groove, Aha 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

• Engage with clients in a consultative and consistent manner(e.g. quarterly business reviews, success plans, roadmap presentations, and product training)
• Nurture relationships within your portfolio of strategic customers
• By engaging your customers using a consultative approach, youll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, value creation,
• Analyze product usage data proactively to take necessary actions to improve product adoption and reduce churn
• Co-creating 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