Client Success Manager
Description

About Asurint:

At Asurint, we’re building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening – all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed. 


Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and focus on doing the right thing. Our team serves with an understanding of their responsibility in the hiring process and with helping our customers make the most informed decisions. We focus on partnering with clients to elevate the background screening experience and, ultimately, the onboarding experience for all.


Summary:

Asurint’s Client Success Manager is responsible for proactively driving all client post-sale activities to

ensure clients receive maximum value from their purchases. He or she orchestrates an organization’s

capability to deliver a positive and integrated client experience and executes programs to drive

adoption, ensure positive renewal outcomes and enable client loyalty. The Client Success Manager

gains and leverages account intelligence to drive best practices. As part of the Asurint team, this role

will be accountable for the onboarding process, including initial startup through full utilization of

Asurint services.


Responsibilities:

  • Drive client adoption and success within the existing install base (can be within a defined  geographic region and/or set of clients)
  • Understand a client’s business priorities, overall technology landscape and organization to ensure use of support processes and escalation procedures to drive desired business outcomes
  • When required, act as an internal advocate between clients and business functions (e.g. client service, professional services, education) to ensure the appropriate resources are engaged to address specific obstacles impeding a client’s adoption
  • Provide proactive onboarding support to designated clients to ensure a positive client experience and expedite time to value with a new product or solution
  • Promote client participation in client communities and client usage of available knowledge base and online support tools
  • Coordinate adoption-enhancing activities to mitigate any identified risk
  • Build and maintain strong working relationships with colleagues in sales, services, support, operations, product development and product marketing to cultivate cooperation in client activities
  • Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our client's success

Organizational Interlocks:

  • Sales
  • Client marketing
  • Client experience
  • Client/technical support
  • Product development
  • Product marketing
  • Sales enablement
  • Corporate communications
  • IT/data management teams
  • Finance
  • Business operations functions
Requirements
  • Bachelor’s Degree
  • 5 + years relevant work experience in leadership role
  • Business acumen: Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement
  • Analysis and delivery of client health, including using data from various systems to present a holistic view of the client experience
  • Management and achievement of retention, growth and profitability goals
  • Creation of metrics and dashboards

Competencies:

Skills

  • Ability to communicate effectively at all levels – including with senior management and technical personnel
  • Ability to work within a fast-paced and dynamic environment
  • Ability to multitask
  • Proven client service skills
  • Demonstrated proficiency with Microsoft
  • Office and relevant SFA systems
  • Ability to manage and coordinate escalations

Behaviors

  • Collaborative
  • Client-centric orientation
  • Cross-functional leader
  • Strong decision maker
  • Desire to design and improve processes
  • Goal oriented
  • Comfortable working under tight deadlines
  • Able to solve problems and meet goals in creative ways – sometimes with limited resources
  • Able to identify and leverage resources outside direct reporting structure
  • Comfortable working with senior leaders
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