Client Success Manager

The Role

• Guide customers through the onboarding process, providing training, resources, and support to ensure a smooth transition to the software
• Build and maintain strong relationships with customers, acting as the main point of contact for any questions, concerns, or support needs
• Manage technology customer accounts, develop technology account plans together with Client Relationship Managers ("CRMs"), proactively engaging with customers to understand their business goals, challenges, and opportunities for expansion
• Act as an escalation point for ongoing support and assistance to customers, helping them troubleshoot issues, resolve technical problems, and optimize their use of the software
• Establish a cadence of scheduled visits or calls, at least a quarterly basis, engaging with customers to gather feedback, understand their needs, and address any concerns or challenges they may have
• Advocate for the customer within the organization, ensuring their voice is heard and their needs are prioritized
• Drive customer renewals by ensuring customer satisfaction, demonstrating the value of the software, and proactively addressing any issues to prevent churn
• Promote product adoption and usage of key features, identifying opportunities for expansion and driving additional revenue for the company (cross and up sells)
• Collaborate with Practice/Proposition Leaders on a regular basis to align client retention priorities and messages
• Coordinate with the Customer Relationship Managers (CRMs) to ensure client contact lists are up-to-date and that we understand how our clients are utilizing our software

The Requirements

• 3+ years of experience in sales or customer success/experience function
• Proven experience in a customer success, account management, or customer service role, in the software industry
• Ability to multitask, prioritize, and manage multiple customer accounts simultaneously
• Excellent communication and interpersonal skills, with a customer-centric mindset and a focus on building strong relationships
• Experience with CRM systems and customer support tools
• Knowledge of customer success best practices and a passion for helping customers achieve success with software solutions
• Strong problem-solving skills and a proactive approach to addressing customer needs and challenges
• Bachelor's degree

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary range being offered for this role ranges  [$80K – $90K] USD per year, commensurate with experience and skills & competencies. 

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans. If Level 38 or more senior role is in Washington State, you must add the retirement benefits paragraph to the job description. Please note: Producer Sales roles are not currently eligible for the WTW Pension Plan.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.