Client Success Management

Description:

We are looking for a motivated, service minded individual to help lead our Client Success Managers on their mission to ensure our clients gain the maximum value from their investment in our product, Absorb LMS. If you are your best self when managing de-escalations and leading a team of highly committed, client focused, and performance driven individuals then look no further as this may be the role for you!

You are passionate about leading people and committed to delighting our clients and fostering professional relationships as an LMS learning expert, all while promoting our learning ecosystem values, goals and outlook. Further to this, you will work alongside other Team Leads to manage a high-performance team and will help them by setting and achieving personal development goals, monitoring, and refining our client success metrics; implementing initiatives that result in strong collaboration and drive success for our clients.

Are you interested in learning more about Absorb's work culture? Check out the video below:

Absorb Software: Remote Work Culture - Absorb LMS

What you’ll do:

• Drive client success initiatives/activities with the goal of increasing client satisfaction and reducing churn.
• Recruit, hire and nurture a world-class client success team.
• Refine (and define) key operational metrics for performance monitoring.
• Foster a culture of collaboration, high-performance and continuous learning.
• Lead regular team meetings and mentor/coach team members.
• Identify churn risk clients and collaborate with internal teams to reduce churn.
• Serve as the first escalation point for client and team issues.
• Develop a trusted advisor relationship with client stakeholders and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve full return of investment.
• Lead client success team and support client communications leveraging tools including but not limited to Gainsight, Salesforce, Atlassian Suite, and Zendesk.