Client Success Manager - Relationship Management

Job Description

Job Description

Salary: 85,000-95,000 base

Position Overview:
As a Client Success Manager,you'll be responsible for building and maintaining strong relationships with clients, understanding needs, and helping to maximize the utilization of Sage Intacct software solutions. Through inbound resolution, targeted outreach, and annual client business reviews, you will be responsible for offering strategic advice to meet organizational client goals and ensuring best-in-class client experiences.

This role requires exceptional communication and writing skills, sales acumen, and technical knowledge of Sage Intacct.

Responsibilities:

• Cultivate strategic relationships to understand evolving needs and identify opportunities for growth

• Ensure smooth transition from implementation to post-live status

• Prepare and deliver comprehensive annual/quarterly business reviews for clients

• Conduct regular cadence check-ins across an established book of business (+100 clients)

• Manage inbound client requests, including de-escalation needs, questions related to integration opportunities, third-party software solutions, and Accordants proprietary software solutions and serve as a liaison across departments for resolution

• Identify potential upsell leads and work closely with sales team to ensure correct solution is in place for client needs

Skills Required:

• 3+ yrs Client Experience / Success / Customer Service background with a proven track record in both sales and client retention

• 2+ years experience with Sage Intacct

• 1+ yr of Experience Managing a large book of business (100+ clients)

• Ability to navigate complex or escalated client relationships

• Ability to multi-task with strong prioritization skills

• Exceptional communication skills (verbal and written) to multiple levels of organizations, inclusive of C-suite

• Ability to navigate ambiguity and build upon current processes to maximize efficiency

Additional Preferred Skills

• Previous experience with client metrics such as NPS, CSAT, and Voice of the Customer Data, and Client Health Scores

• Knowledge of the construction industry

• Proficiency in Salesforce

• 1+ yr Software / SaaS experience in a sales-focused role

• Previous experience with Project Management tools

Always Choose Exceptional | Lead with Integrity | Embody Respect and Care Deeply | Embrace Change and Innovation

Note: Candidates must be authorized to work in the US or Canada; we cannot provide sponsorship at this time.