Client Success Manager

About the Position

Don’t miss out on this GREAT opportunity. Becoming a Client Success Manager at Digby will offer you significant opportunities for growth, career enhancement, and working with a great team of individuals.

As part of the sales team, the Client Success Manager is responsible for optimizing revenues within existing accounts and ensuring customer satisfaction. He/she serves as the primary-point-of-contact for a specific set of accounts and is responsible for the successful execution of all client services, including all product enhancements and ongoing support. The Client Success Manager is also responsible for developing and maintaining relationships with key stakeholders within assigned accounts and identifying revenue expansion opportunities. This position is critical to the success of both the client and Digby. The candidate must be a proactive professional with a diverse skill set, and must possess the ability to think strategically while executing tactically.

Essential Role Functions

• Ensure overall client satisfaction of both new and existing customers
• Identify, track, and resolve all issues and risks associated with the delivery of client contracts. Manage scope and client expectations effectively throughout the life of the contract
• Drive revenue retention and growth through Digby client solutions
• Build and manage relationships with key stakeholders within assigned client organizations. Establish trust and rapport with client leadership and operational managers
• Identify additional revenue opportunities within account(s).
• Support the Sales team in business development opportunities within assigned accounts and territory
• Develop annual account plans, quarterly account reviews to company leadership, and weekly status update reports for all accounts
• Monitor customer utilization and develop strategies to increase usage and adoption of the Digby Mobile solutions within the account(s)
• Continually assess, document, and analyze client gains for efficiency and effectiveness
• Evangelize new products and features within account(s).
• Coordinate additional client training and support as necessary
• Perform business analytics on the client’s financial data to identify areas for the client’s highest need of focus and/or opportunity for return on investment
• Understand client wants/needs and work with internal teams to suggest, design, and deliver product enhancements and solutions

Knowledge, Skills and Abilities

• Experience with retail IT systems, Internet and Web-based technologies
• Proven ability to retain and grow revenues within existing accounts
• Experience developing, nurturing, and maintaining both senior-level and project manager relationships
• Strong understanding of project management methods, processes, standards, and tools. Able to manage multiple work plans, schedules, resources, and deliverables
• Strong written and verbal communication skills. Strong presentation and client interaction skills.
• Excellent organizational, time management, people management and influence skills
• Working knowledge of web and/or mobile technologies: Javascript, HTML, CSS, iPhone/Android applications, etc.
• Travel required (approximately 25-50%)

Education and Experience

• Bachelor’s degree
• 5+ years in an account management (or similar) role with responsibility for delivering retail and/or technical solutions
• Proficiency in Microsoft Office suite (i.e., Word, Excel, PowerPoint)

Candidates must reside in or be willing to move to Austin, Texas at their own expense. Please send your resume to us at clientteam@digby.com.