Manager – Enterprise Client Success
| Company | Lytx Careers |
|---|---|
| Location | Framingham, MA, USA, San Diego, CA, USA |
| Salary | $122000 – $154000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s Degree or equivalent combination of education and experience
- Previous leadership or mentoring experience required
- Minimum of 5 years’ experience in customer success, account management, consultative sales and/or business consulting within a Telematics or SaaS company
- A strong team-building and mentorship mindset, and customer support/services background is ideal
- Highly developed organization skills, ability to multitask and handle urgent requests with poise and professionalism
- Self-starter, motivated and proactive
- Ability to interface at all levels within the organization to communicate ideas and concepts clearly and concisely with excellent verbal and written skills
Responsibilities
- Articulate the leadership vision and requirements for providing an outstanding client experience to lead, empower and encourage Client Success Managers
- Lead all aspects of a team responsible for a diverse portfolio of business, including dedicated and portfolio Client Success Managers
- Conduct regular 1:1’s, performance reviews, and guide direct reports in establishing goals consistent with team strategy
- Build development and career plans for the direct reports, evaluate performance and mentor the team
- Accountable for team’s performance around account health, CSAT and retention
- Develop a strong understanding of team’s key accounts and identify opportunities to improve customer experience; includes monitoring accounts and helping to identify programs in need of extra attention
- Assist with client interactions to ensure value delivery and conduct periodic check-ins with account leadership to gauge customer satisfaction
- Responsible for recruiting, training, mentoring and developing team members, and retaining top talent
- Develop, analyze and regularly report on team metrics
- Identify, build and revise processes with a focus on enhancing the overall customer experience and improve operational efficiency
- Ensures strong cross-functional collaboration with other teams maximum the client experience and help drive adoption rates for our customers
- Perform other duties assigned
Preferred Qualifications
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No preferred qualifications provided.