Client Success Manager

ConsumerAffairs helps consumers make smart buying decisions in moments of need. Every month millions of consumers turn to our site and tools for help with their considered (often emotional) purchases.

We educate them about their options, learn about their specific needs, and connect hundreds of thousands of them directly to brands. These brands use our SaaS tools to manage their reviews and communicate directly with consumers to serve them better. Our business thrives when the consumers who trust us get matched with the right brands for them.

We’re fast-paced and our core values are the bedrock of who we are and who we want to be.

Our employees believe in raising the bar through data-driven innovation, intellectual curiosity, and grit. We have a team-first mentality, and manifest wins by putting the team first. Collaboration and teamwork are in our hearts; we believe winning together is the most fun. But, above all else, we care. We have servant hearts for our consumers, customers, and colleagues. If you want to be part of a globally diverse team focussing on helping people, in an environment where we raise the bar, win as a team, and care above all else—then ConsumerAffairs may be just the place for you!

About The Job

The Client Success Manager works as part of the Reputation Management Team to create and nurture long-term relationships with our clients. You will understand clients’ individual needs to establish goals for the partnership, ensure these objectives are achieved through adoption of our product, and significant value is delivered to and realized by all stakeholders. As an ambassador for each of your clients, you will identify creative ways to ensure our partners achieve our mutual goals. Successful candidates will be highly organized self-starters and excellent communicators who are excited about driving our client’s success. Having a background in account management and/or customer service and knowledge of our industry is a plus but not required. The goal is to help us safeguard our revenue and retain our customers.

Responsibilities & Expectations

These responsibilities are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required

• Drive client outcomes with a deep understanding of the partners’ success criteria, business drivers and initiatives.
• Build relationships with key employees among partners.
• Facilitate the smooth onboarding of new partners to ensure successful product adoption and a strong foundation for the partnership.
• Proactively monitor and identify client health risks and mitigate churn risk.
• Create strategic plans to address clients’ business needs.
• Analyze and monitor client data to draw insights with the goal of communicating those findings to clients to increase engagement and utilization with the product.
• Lead demonstrations of ConsumerAffairs features to stakeholders of both current and potential partners.
• Schedule regular meetings with clients to ensure they are seeing success from our partnership and alignment with their objectives.
• Identify process improvements to help drive repeatable and efficient customer engagement.
• Quickly and efficiently solve ad-hoc client issues as needed.
• Identify opportunities to expand the partnerships.
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address clients’ needs.
• Ensure accuracy of data to achieve operational excellence.

Requirements

Minimum Qualifications & Credentials

• Recommended BSc/BA in Business Administration, Marketing or a related field, or proven experience.

Hard/Technical Skills

• Proven experience as a Client Success Manager, Account Manager, Relationship Manager or similar; SaaS experience is a plus.
• Proven track record of meeting and exceeding targets.
• Experienced tracking relevant KPIs (e.g. customer satisfaction).
• Skilled in putting together professional presentations with clear data stories.
• Proficient in MS Office, G-Suite, with working knowledge of CRM platforms (e.g. Salesforce).
• Proficiency in Customer Success platforms (e.g. ChurnZero, Gainsight) recommended.

Soft Skills

• Problem-solving aptitude.
• A customer-oriented attitude.
• Excellent communication and ability to negotiate on the fly.
• Obsessed with ensuring an exceptional customer experience- for both internal and external customers.
• Stands up for decisions, takes responsibility for results, and shares both good and bad outcomes transparently.
• Experience working to promote value through customer experience.
• Detail oriented and relies on data to drive decisions.
• Takes decisive action, and confidently changes course if unsuccessful.
• Demonstrates a relentless focus on results with a commitment to deliver.
• Displays a growth mindset to continually improve; encourages everyone around them to be tenacious and never settle.
• Constantly seeks feedback to improve; focuses on solving issues through teamwork, and collaboration.
• Acts with urgency; delivers top results in hours and days instead of weeks and months.
• Relentless in their pursuit of success and possessing the willpower to embrace challenges as opportunities.

Specific Measures of Success – Expected Outcomes

Start Date to Start Date +1 Year

Retention

• Maintain a 93% or higher retention rate

Engagement

• Encourage product adoption of 90% of clients

• Ensure 70% of clients are utilizing proactive and consistent review collection

Core Values

Raise the Bar

• We are ambitious and try to find a better way
• We make decisions based on data and logic
• We do the hard things and the things that matter
  

We Win as One Team

• Team goals are more important that individual goals
• We are humble and do what it takes to get the job done
• We are open, transparent and honest with each other
• We are reliable and hold ourselves accountable and each other accountable, but we always pick up the slack
  

We Care

• We see the whole picture and go the extra mile
• We are loyal and dedicated to our consumer and brands
• We fix root causes, not symptoms

Physical Requirements & Environmental Conditions

Location: Tulsa

Frequency of travel: Occasional travel may be required for meetings, training and/or conferences.

Light physical activities and efforts required in working within an office environment.

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with disabilities.)

ConsumerAffairs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Stock Option Plan