Client Success Manager - Brookfield, United States - SVA Consulting LLC

Description

Position Summary

As a trusted advisor to our ERP clients and internal support team, the Client Success Manager utilizes their strong Acumatica knowledge to ensure our clients maximize the use of our product portfolio.

This role establishes, maintains, and leverages KPIs to ensure successful client relationships. This position may be fully remote, or hybrid / onsite (at either our Madison, WI or Brookfield, WI locations).


Essential Functions
Important responsibilities and duties may include, but are not limited to, the following:

• Establish a trusted and strategic advisor relationship with SVA clients. Engage closely with key customer contacts to continue to develop vision for clients' business advancement.
• Advocate for your clients internally as you work crossfunctional with Sales, Development, Support and QA teams to maintain or expand service opportunities.
• Establish, maintain, and leverage KPI's to ensure successful client engagement and expansion of SVA products and services.
• Appropriately advise clients on SVA product offerings, including new product launches.
• Proactively anticipate and address concerns and/or questions. If a proactive response is not available, respond with urgency to timesensitive requests from customers and/or employees.
• Provide customized communication for each customer on a regular, recurring basis.
• Prepare and review customer retention data and implement new strategies for engaging customers in an impactful way.
• All other duties as assigned.

Supervisory Responsibility
This position has no supervisory responsibility, but may mentor junior staff as needed or warranted.


Qualifications

Education:4-year degree in business, finance, accounting, computer science, or related field is required.


Experience:2+ years of prior customer service, account management, consulting, solutions engineering, client sales, and/or ERP implementation experience required, preferably utilizing Acumatica software.


Demonstrated Skills, Abilities, & Behaviors

• Continual learner: Demonstrates a natural curiosity and proficiency in problemsolving.
• Skill in establishing and maintaining effective working relationships with clients and colleagues at all levels of the organization, ensuring proper and timely communications.
• Intrinsic drive for success, displaying a net giver approach to business relationships.
• Strong verbal, written, presentation, and meeting facilitation skills.
• Attention to detail and strong organizational skills.
• The ability to function independently with a high degree of accuracy, identify and implement process improvement opportunities.
• Ability to problem solve independently and operate with ambiguity is a must.
• Ability to work under pressure, with urgency, and meet tight deadlines.
• Exemplify our core Values of Serve People Better, as well as our 31 SVA DNA Fundamentals.

Work Conditions/Physical

• Work is normally performed in a typical office work environment.
• Requires sitting for long periods of time.
• Some bending and stretching required.
• Manual dexterity required for use of a computer keyboard.

Begin a long-term relationship with a company where motivation drives advancement. We invite you to explore employment opportunities with us and see how you can have an exciting and enjoyable career

• SVA is certified as a great workplace by the Great Place to Work institute._
• SVA participates in E-Verify and will provide the federal government with your Form I9 information to confirm that you are authorized to work in the U.S._
• SVA participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I9 para confirmar que usted está autorizado para trabajar en los EE.UU._