Client Success Manager

Position Overview:

Terryberry is looking for an experienced and competent Client Success Manager to create and develop strategic relationships with a wide range of our valued clients across our product sets. The role will focus on the successful renewal of a specific client portfolio and will be tasked with maximizing upsell opportunities and portfolio revenue growth.

About you: You have excellent communications skills, verbal, written and virtual. Able to demonstrate excellent negotiation skills and strong commercial awareness. You are confident and proactive on problem solving, able to implement and improve processes. High performance mindset and a strong, supportive, and respectful team player. An entrepreneurial and ownership mentality is key in this role.

Primary Responsibilities:

• Own client onboarding, ensuring a seamless transition from Sales to Implementation and Client Success
• Tenacity to build strong business relationships at a senior level and drive forward success at all levels
• Monitor customer KPIs and take ownership of the customers usage of the platform
• Identify growth opportunities during client reviews and renewals
• Provide frontline support, addressing queries, issues, and offering guidance
• Be the driving force behind client engagement through targeted campaigns, events, and communications strategies
• Own problem-solving between Clients, Customer Care/Support, and Product/Marketing teams
• Achieve renewal, churn, portfolio growth and customer satisfaction targets
• Ensure Client account invoicing and administration is correct in relevant systems
• Collaborate with Marketing/Product to provide clients with relevant communications to enhance product utilization

Skills & Experience Required:

Demonstrable track record of achieving of Client retention, growth and satisfaction of client accounts

Excellent negotiation skills and strong commercial awareness

Organized, methodical and high level of attention to detail, numbers, reporting and finances

Demonstrable examples of customer centricity, outcome focused and customer champion mentality

Knowledge and experience in Microsoft 360 range essential

4 years or more experience of Account Management, Customer Success Manager or similar essential

Experience in CRM and Transactional software desirable (specifically Salesforce, SAGE and SAGE CRM)

About Terryberry

We are Terryberry, the recognition and engagement company that ignites employee success. While we have been in the business of employee recognition for +100 years, we are entering one of the most exciting times of our history as we transition to an employee engagement SaaS led organization. We are headquartered in Grand Rapids, MI; with locations throughout North American and the UK. Are you interested in joining a dynamic growth company which has a real purpose?

Terryberry provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

All interested applicants, please submit your resume to Careers@Terryberry.com