Job description
FTE Job Title: Client Success Manager Location: Flexible; Headquarters is in Kirkland, WA Our mission is to help everyone thrive in the new world of work! Founded in 2006 and based in Kirkland, Washington, Simplicity Consulting, a 24 Seven company, is the premiere, on-demand Enterprise Marketing Services Consultancy for today’s changing workplace. We offer clients access to thousands of consultants in these primary areas: Digital Marketing, Communications, Project & Program Management. Our Simplicity Talent Managers partner with our clients to understand their needs and craft solutions that operationalize marketing to grow their business. As companies strive to transform their business with digital speed, scale, and value, we partner with our clients to execute strategies to make an impact. Our purpose is to help everyone thrive in the new world of work, and for more than five years, Simplicity has been named to the Inc. 5000 list as one of the fastest-growing private companies in America. www.simplicityci.com Overview Simplicity Consulting, a 24 Seven company, is on the lookout for a Client Success Manager (CSM). The CSM is passionate about client and consultant success and loves growing, building, and cultivating relationships. The ideal candidate’s approach is consultative through relationship development, client satisfaction, and growing new opportunities. The CSM is responsible for developing trusted relationships with clients and consultants, and success is measured on business retention, net promoter scores (NPS), relationship health, and revenue growth. Responsibilities Manage 50+ projects spanning project/program management, communications and business operations with enterprise technology companies, including Microsoft, Tableau Salesforce, Providence, SAP Concur, Smartsheet, and more Consult with clients and help them identify needs and gaps, promoting Simplicity’s deliverable based, support excellence model to address those needs Once the opportunity is identified the CSM will consult with the client to scope the work, and negotiate budget, ensuring there are appropriately established success metrics for every project CSM will partner with the Talent team to match up the best consultant(s) for the client’s business needs Maintain and grow existing book of business across several key accounts to achieve sales and project margin revenue targets on a quarterly basis Provide excellent customer service and ensure that relationships are sustained and nurtured Establish and maintain trusted relationships with Simplicity’s active consultants Escalation management for both client and consultants Manage contract renewal process (quarterly, bi-annually, annually) Day to day relationship and project management Develop a thorough understanding of each client’s business goals Provide clients with business value and insights in every conversation Arrange and participate in quarterly business reviews with clients Manage consultant performance, assist with training and development, collect, and communicate recognition and status reports/metrics CRM and data integrity Responsible for entering conversation notes, financial data (w/ Ops team), and contract materials into the Bullhorn system (CRM) Updating project details, financials, and start/end dates, including details specific consultant profiles Enter in notes (daily) based on project check-ins both with clients and consultants Analysis and reporting Utilize activity/dashboard reports (CRM) to identify potential opportunities or issues within existing relationships Qualifications: 5+ years of experience in client service, account management and/or business development Customer relationship management experience in professional services, consulting, or marketing and sales agency Experience working at or with a recruiting organization and/or with a marketing or communication agency Knowledgeable and comfortable with how corporate sales and marketing organizations work and how to talk to experienced professionals Ability and desire to communicate and negotiate effectively with clients in marketing and sales Passionate about client success and comfortable presenting to a variety of roles Highly motivated, self-starter and creative problem solver with exceptional follow through skills Critical thinking skills (e.g., the ability to conceptual frame problems and identify creative solutions) Competent in the MS Office Suite of programs (Outlook, PPT, Excel, Word) Ability to manage and achieve your own weekly/monthly metrics High level of emotional intelligence Strong, clear communication style; ability to adjust to the communication style between client and consultant Experience working effectively across multiple teams Experience or interest in either coaching/mentoring Team player – A willingness to jump in and help when it comes to anything related to client/consultant needs. No task is too small About Simplicity Simplicity Consulting, a 24 Seven company, is the preferred marketing and business consultancy for the new world of work. We help companies accelerate growth, add a fresh perspective, and increase capacity—at the speed of business—with access to our curated community of marketing, communications, and business operations experts. With a curated community of 6,000+ strategic doers, we provide companies with the right talent at the right time for the right project to deliver client-centric solutions that help them grow at the speed of business. Simplicity is a five-time Inc. 5000 honoree as one of the fastest-growing private companies in America and has been recognized as one of Washington’s largest women-owned companies by Puget Sound Business Journal. Female-founded and -run, we’re committed to helping everyone thrive in today’s workplace. Equal opportunity employer Simplicity is committed to creating a diverse, inclusive, and supportive environment and is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Benefits Health: Medical (HSA or PPO) and Vision Voluntary Insurances: Dental, Disability, Life, and AD&D 401K with employer match Unlimited PTO Paid holidays
