Client Success Senior Manager

CLIENT SUCCESS SENIOR MANAGER

WHAT IS THE OPPORTUNITY? The Client Success Senior Manager is responsible for all aspects of maintaining the client relationship after the sale. This will include consultation, planning, onboarding and execution to ensure the client achieves full operational value from our SaaS products and services with the goal of facilitating client retention and loyalty. The key activities of this position are: examination of client business processes, making recommendations to align those processes to our SaaS offerings, development of education/training plans, delivering product education in person or remotely, follow-up on and resolution of reported issues, and ensuring all activities support a healthy Client Satisfaction (CSAT) Score through regular "client health" check-ins to monitor the stability of the relationship.

WHAT WILL YOU DO?

• Independent management of the client relationship after the sale to support client success within our SaaS products and services
• Active ownership of the CSAT process and implementation of refinements as needed. As the organization grows ensure the CSAT process monitors relevant information and that it also matures in terms of measuring the success of both our offerings and the clients' needs
• Evaluate client business activities and map them to equivalent processes in our SaaS product(s)
• Design of the clients' financial statements and general ledger chart of accounts
• Consultation on data migration from other accounting software or legacy systems to our products.
• If using our legacy-to-AgilLink conversion process for adoption, assist with data cleanup in preparation for migration.
• Development and delivery of education plans regarding the SaaS Accounting Software
• Conduct classes, seminars and other learning as required by the client education plan
• Act as client advocate to identify points of failure, defects or other issues and proactively manage, follow-up and facilitate remediation
• Provide data as needed to calculate Client Success Score. Monitor, manage and drive activities to support increases in the CSAT score
• Collaborate with other departments as needed to service client needs or act as SME

WHAT DO YOU NEED TO SUCCEED? Required Qualifications*

• Minimum of 6 years onboarding in a SaaS technology environment
• Minimum of 6 years providing direct client services

Additional Qualifications

• Bachelors degree preferred -in Technology, Communication, Business, Accounting, Education, or relevant area
• Intermediate Financial Accounting vocabulary including cash and accrual basics, Balance Sheet, Income Statement, Trial Balance, Bill Payment, Deposits, Bank Reconciliations, General Ledgers, Payroll Imports and Financial investments
• Demonstrated past success in managing large, multi-office onboarding/implementation of multi-faceted project
• Advanced critical thinking and problem solving regarding business processes and workflow as well as technical/software defect identification
• Ability to organize, prioritize, work independently and adjust to flexible schedules as dictated by client needs.
• Significant experience in developing and delivering impactful presentations to groups, small to large

WHAT'S IN IT FOR YOU? Compensation Starting base salary: $37.96 - $60.64 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.
ABOUT US Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job. #CA-AP #LI-AP