Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Client Director managing client portfolios, revenue growth, and strategic initiatives for Engage’s loyalty and incentives technology business. Leading client relationships, cross-functional delivery, reporting, and business reviews.
Responsibilities
- Manage a portfolio of clients and related daily activities
- Plan and manage strategic activities, including marketing planning, product marketing, and new Engage technology products
- Develop an in-depth understanding of clients' business strategies and financial goals to create mutually beneficial solutions
- Drive growth by achieving revenue and profitability targets, monitoring performance, and addressing gaps
- Lead the development and execution of strategic client initiatives
- Build and maintain relationships with clients at various levels
- Identify opportunities to exceed revenue targets and drive portfolio growth plans
- Partner with Operations, Technology, and Customer Support to champion client needs, address timelines, and resolve issues
- Manage or ensure execution of daily client engagement tasks, including escalations and invoicing
- Provide direction to Client Coordinators and operational, sales, and management resources
- Foster innovation and help clients stay ahead of loyalty and incentives trends
- Lead or support onboarding of new clients
- Deliver reporting results, insights, analysis, and programs such as campaigns and promotions
- Lead monthly, quarterly, and annual client business reviews
- Prepare and deliver performance reviews to direct reports, if applicable
- Establish and link best practices across the Engage business
- Report to the Vice President, Client Success or another designated senior employee
Requirements
- Bachelor's degree or diploma in Business or a related discipline from an accredited institution
- 5 to 10 years of directly related work experience in a client management capacity
- Demonstrated industry experience in credit cards and/or loyalty/incentives programs preferred
- Demonstrated experience managing client portfolios and driving client retention and profitability
- Experience working within a SaaS environment is an asset within the tech industry
- Excellent client service and relationship management skills
- Experience in planning and managing small to medium size projects
- Excellent verbal and written communication skills, with the ability to present complex information clearly and appropriately for the audience
- Strong negotiation, influencing, adaptability, and conflict resolution skills
- Strong analytical and problem-solving skills
- Excellent organizational and multi-tasking skills, with the ability to manage multiple priorities within a fast-paced environment
- Ability to work both independently and as part of a team under time constraints
- Proficient in Google Docs and PC software applications including Excel, PowerPoint, Word, and Visio
Benefits
- Performance-based bonus
- Equal opportunity employer committed to diversity in the workplace
- Accommodations for people with disabilities during the recruitment and selection process
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