Client Success Manager

Client Success Manager

Global leader in Construction Equipment Market intelligence is actively seeking a Client Success Manager to join their team!

This organization is an industry-leading B2B SaaS/DaaS solution provider to companies in the industrial equipment space. Their extensive data tracking encompasses over $100 billion in assets and more than $55 billion in rental and sale transactions annually. Utilizing this data, they offer insights to clients to facilitate decision-making regarding asset management, disposition, and deployment. Their clientele spans from small businesses to Fortune 500 companies.

Over the last decade, the company has experienced rapid growth. To support the next stage of their expansion, they are currently expanding their team to venture into new verticals and international markets, including Europe, Australia, and Japan.

Opportunity:

Long-term client success is the cornerstone of their business strategy. To accommodate their expanding client base, they are establishing a dedicated Client Success team to engage with customers proactively, address issues, and drive their business forward.

As a Client Success Manager, you will be the company's product expert, actively shaping customers' experiences within their platform. Your responsibilities will include building relationships with users, resolving issues, managing client change requests, and facilitating product adoption. Acting as the primary point of contact for their customers, you will collaborate closely with their Product Development and Engineering teams to ensure alignment between client needs and the product roadmap.

What You'll Do:

• Develop expertise in company's product offerings
• Serve as the primary point of contact between the company and their customers
• Proactively interface with multiple levels of client management, building rapport and strong professional relationships
• Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities
• Translate client requests into technical and/or engineering requirements
• Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion
• Work with customers to understand how best to use their services and provide valuable feedback to business and development teams
• Help clients better understand the full potential of their products
• Act as liaison between clients and the Product Development team
• Manage backlogs and timelines on behalf of large enterprise clients
• Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation
• Build presentation materials and present findings to small teams
• Lead web-based trainings, conference calls and in-person client meetings

About You:

• You have a "customer-first" attitude: you take pride in knowing your customers and their businesses, and you prioritize their best interests over all else
• You speak with confidence and authority, and you enjoy conversation and client engagement
• You are comfortable acting as a leader, proactively building customer relationships and taking responsibility for customer satisfaction
• You are highly organized and can handle multiple daily priorities in a dynamic environment
• You aren't afraid to make mistakes, or fix them afterwards
• You take pride in your work and are interested in making a significant impact on a small but growing team

What We're Looking For:

• Education: BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering)
• Work Experience: 4+ years of professional experience, with at least 2 in a client-facing/account management role

Skills:

• A great professional communicator, both written and verbal
• Solid technical skills (Excel)
• Knowledge of VLookup, working with data sets, and pivot tables
• Expertise with SQL, PowerPoint, and Salesforce are beneficial
• Proven track record of managing customer relationships effectively
• Ability to respond to customer requests throughout the day
• Exceptionally organized and detail-oriented (they're a data company and details matter!)
• Ability to grasp technical concepts
• Self-motivated and proactive, with a "can do" attitude; willing to pitch in and do whatever is required

Remote Working & Travel:

• This position can be fully remote, if candidate is located outside Los Angeles
• If based in Los Angeles, it is required to come to the office on Thursdays only. (Monday - Wednesday, and Fridays are remote)
• Travel will be approximately 10% for this position

Preferred (But Not Required):

• If not residing in Los Angeles, fully remote candidates are preferred to based in Eastern or Central Time Zones (Texas or North Eastern U.S.)
• Candidates who have relevant industry experience including Construction Equipment Industry or Rental Experience