Program Manager (Ecosystems)

at  360insights

Program Manager, Client Services –Is the primary point of contact for Ecosystem portal clients. This role is responsible for ensuring our clients are maximizing their technology purchases. Responsible for the operational excellence of Ecosystem Solution client relationships. Builds and maintains a strong relationship with clients’ decision-makers and portal administrators, driving solution adoption and optimization to meet their business goals while maximizing 360’s revenue.

Responsibilities:

• Proactively drives client satisfaction:
• Works in close collaboration with our clients to drive user engagement and related Ecosystem portal enhancements resulting in a mix of client-driven requests and CSM recommendations based on client’s goals and 360insights’ roadmap/strategy
• Coordinates client’s projects in collaboration with Solution Consulting and Professional Services teams and helps manage client’s expectations
• Follows up with internal stakeholders to ensure timely resolution of issues
• Constantly offers new solutions and improvements
• Drives revenue growth through:
• Monthly Active User growth resulting in higher subscription renewals
• Managed services retainers or project-based services
• Identification of upsell/cross-sell opportunities with 360insights’ portfolio and/or partner ecosystem
• Has a deep understanding of the Ecosystem Solution:
• Can support clients on portal administration functionalities
• Can help clients configure pages, roles, publishing rules to meet their needs
• Can help clients successfully publish content in their portal
• Can use the Ecosystem analytics and make recommendations based on results/trends
• Understands the integration with client’s CRM and is able to do basic troubleshooting
• Conducts regular meetings with clients virtually and occasionally in person.
• Monitor client satisfaction through regular SLA reporting and escalation management
• Act as a senior level escalation point, providing oversight to client/customer complaints and tracking investigations through to resolution
• Support client calls & meetings for other products as required
• Liaise with internal departments as needed to support the client
• Support the creation of operational best practices and drive continuous improvements across the client base
• Analyze data and reporting to identify areas for improvement within the team, presenting plans and solutions to senior management