Strategy and Management Services, Inc. (SAMS) Client Success Manager in Virginia, United States

Summary The Client Success Manager (CSM) primary focus is ensuring customer satisfaction and seeking opportunities for new revenue that will achieve better business-based outcomes for SAMS’ clients. CSM is responsible for building senior level client relationships; managing the overall client engagement process; identifying business problems; scoping, pricing, and collaborating with others to extend our capabilities for assigned accounts. Managing the strategic and tactical client relationship, thus ensuring retention of clients and associated revenue. Assisting with “in-house reports” including the evaluation of client utilization, trends and key findings within the client feedback survey or deliverables. This role is about seamlessly integrating a core solution of customer portfolio development, retention and expansion. Our ideal candidate is a sales-oriented professional who values productivity, client success, and sustainable corporate profitability and growth. In addition to being responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.

Essential Duties and Responsibilities

  • Drive Customer Success Outcomes - Increase contract renewal rates and reduce churn, expand our revenue in accounts through cross-sell and up-sell, influence future lifetime value through higher product adoption, and overall customer satisfaction and overall health scores, drive new business growth through greater advocacy and reference-ability.

  • Define and Optimize Customer Lifecycle - Map customer journey, develop listening points in journey (e.g., usage, satisfaction, etc.), standardize interventions for each point in journey, define segmentation of customer base and varying strategies, identify opportunities for continuous improvement, and learn from best practices in industry.

  • Enhance Effectiveness and Efficiency Through Technology - Support systems, customer marketing software, reference and advocacy solutions.

  • Handle inbound client inquiries on topics ranging from marketing campaign performance to software/systems access to billing/payment issues.

  • Monitor ongoing client engagement & key performance indicators. Identify potential “at-risk” clients and collaborate with leadership to identify opportunities to increase likelihood of client retention.

  • Identify and capitalize on client up-sell opportunities as appropriate.

  • Acting as a client advocate with a focus on improving the buyer experience.

  • Preparing and briefing company Executive Leadership on Account Plans that include reports of progress and forecasts using key metrics.

  • Collecting, analyzing and then using data to make the clients’ experience of the company a seamless, first-tier high-value asset.

  • Managing and solving conflicts with clients.

  • Identifying, cultivating, and closing new sales opportunities within existing accounts.

  • Interacting, coordinating, and collaborating with internal teams to facilitate client success.

  • Meeting monthly and quarterly progress metrics while maintaining a high level of customer satisfaction.

  • Assesses, manages and leads delivery team leads performance and management of services throughout the life cycle of project and programs.

  • Reviews overall program and monitors progress to make sure that milestones are being met across the various projects and programs

  • Works with delivery team leads to develop new programs to support the strategic direction of the organization.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

  • Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Qualifications

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Ideally combined background of post-sale and sales experience

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Robust history of success in consultative selling, particularly in services of federal contracting

  • Strong technical expertise in relevant areas

  • Industry-specific knowledge

Education and/or Experience

  • 5+ years leading customer-facing organizations and managing budgets ranging from $3-10M

  • 5+ years of experience in Capture Management and Program/Portfolio Management

  • Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

  • Excellent organizational skills

  • Experience with problem-solving and negotiations

  • BS/BA in business administration, sales or relevant field

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

  • Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Qualifications

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Ideally combined background of post-sale and sales experience

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Robust history of success in consultative selling, particularly in services of federal contracting

  • Strong technical expertise in relevant areas

  • Industry-specific knowledge

Education and/or Experience

  • 5+ years leading customer-facing organizations and managing budgets ranging from $3-10M

  • 5+ years of experience in Capture Management and Program/Portfolio Management

  • Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

  • Excellent organizational skills

  • Experience with problem-solving and negotiations

  • BS/BA in business administration, sales or relevant field

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.