Senior Client Success Manager
#24-0686
Jacksonville, Florida, United States Apply Apply for this job now! Apply
Compensation Range
$110,000 - 140,000 per year Onsite Status
This is a Hybrid role and consists of a combination of WFH In Person work Location(s):
4500 Salisbury Rd Ste 510,
Jacksonville
,
Florida
32216
, United States Essential Job Responsibilities:
This Senior Client Success Manager role at Tideworks will be responsible for the overall customer experience and client journey for a portfolio of clients, programs, projects and work orders, driving client adoption, retention, expansion and advocacy focused on our rail terminal operations services. This role will lead the delivery of Tideworks products and product-related services focused on rail terminal operations in a manner that is both profitable for Tideworks and exceeds the customer's expectations in value, quality, and time to deliver. You will also collaborate with cross-functional teams including Marketing, our Technology committee, in addition to senior leadership to execute on Tideworks' go-to-market strategy and participate in pre-sales, sales, and post sales activities. Directly related work experience from a similar position within the rail terminal operations industry is highly desired for the position.
- Act as the account manager and primary commercial point of contact for clients, and manage portfolios of work orders, projects, and programs pertaining to accounts.
- Manage and track the profitability of projects related to clients within the portfolio.
- Drive expansion and growth through increased spend of current clients.
- Provide data and auditing oversight for monthly client invoicing.
- Create optimal post-sales experience in collaboration with Product Management, Engineering, and Leadership.
- Review and leverage client contract information to ensure Tideworks and the client meet contract obligations.
- Conduct portfolio management activities including alerting, escalating, and, when required, redirecting efforts to ensure client satisfaction.
- Recommend adjustments to activities related to items in the portfolio, all with the goal of Tideworks profitability and the client satisfaction.
- Lead at all stages of the client lifecycle and journey from pre-sales, to sales and post-sales.
- Implement retention programs and client-specific initiatives to retain clients and prevent client churn and revenue erosion.
- Collaborate with Product Managers to provide client and market feedback to shape product management and development.
- Drive adoption by helping the client understand how to attain value from purchased products/services driving immediate, ongoing, and consistent engagement.
- Strategize, and provide guidance towards plans for installation, configuration, implementation, upgrades, and patches of Tideworks products and services.
- Protect predictable, recurring revenue streams by helping to retain clients and prevent client churn and revenue erosion.
- Develop client risk mitigation strategies especially in high-value segments.
- Develop market, portfolio and client specific strategies and plans for success.
- Manage scope, change orders, budget and schedule of client engagements within the portfolio.
- Serve as a mentor and coach to Client Success Managers.
- Create and manage against objectives and key results.
Qualifications
- Experience in the marine and/or rail terminal operations is highly desired.
- Bachelor's degree in Technology and business/industry or equivalent work experience.
- 3-5 years' experience in technology and/or business/industry in a Client Service-focused role, conducting work such as product engineering, support and software implementation, software sales and marketing, and software customer solutioning and road mapping.
- 3+ years' experience of indirect or direct leadership and managing a budget.
- Advanced experience playing a liaison role between the business and the client.
- Experience driving consensus on complex matters involving diverse stakeholders where there may be varying points of view, influence senior level stakeholder.
- Advanced experience with project management and associated methods, techniques, and tools to manage medium-to-large scale projects against expected client outcomes.
- Strong customer service orientation, experience problem-solving and resolving customer issues.
- Strong attention to detail and follow through in a face-paced setting.
Key Knowledge, Skills & Abilities:
- Knowledge of continuous improvement methodologies, project and portfolio management methodologies, techniques and tools.
- Knowledge of relevant software such as Microsoft Office, CRM / CSM platforms, Software Development Lifecycle, and Incident Management tools.
- Robust knowledge of marine and rail terminal operations.
- Deep knowledge of customer service organizations and ways of operating.
- Deep knowledge of budget and P&L management fundamentals.
- Ability to actively listen, recognize, and articulate client needs and identified opportunities for Tideworks to do more for our clients.
- Proven ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
- Proven ability to apply interpersonal skills & product knowledge to influence decisions.
- Proven ability to be empathetic with clients and to build relationships into a trusted partner.
- Ability to be assertive without force or coercion, while acknowledging others' opinions.
- Ability to remain persistent during hard and/or stressful situations.
- Ability to communicate with both technical and non-technical audiences and bridge the gaps.
- Proven ability to prioritize and delegate tasks to effectively manage projects with ever-changing priorities.
- Exceptional written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate with both technical and nontechnical audiences.
- Leading strategic thinking, problem solving, and leadership skills.
- Expert relationship management, critical thinking, and project management skills.
Supervisory Responsibilities: No Work Environment:
- Up to 25% travel (domestic and international) can be expected.
- Required job duties are performed in a professional office environment and in a remote home environment, as dictated by company protocols.
- Exposure to computer screens.
- The noise level in the work environment is usually moderate.
Tideworks is committed to making our employees feel welcome and respected. Our team is unique and our approach successful because we have fostered an environment that values varying backgrounds, perspectives, and experiences and takes pride in how the collective delivers value to our customers and partners.
A truly diverse workforce is the outcome of treating people right. Each team member is responsible for creating, maintaining, and enhancing our work culture through collaboration and empathy - as culture doesn't happen without conscious effort. At Tideworks, we expect all employees to treat one another with respect and kindness, no exceptions or excuses. We are an Equal Opportunity Employer Benefits
Eligible employees (and their families) may qualify for medical, dental, and vision insurance, as well as having basic life and accidental death insurance, short term disability insurance, and long-term disability insurance. Employees will receive paid sick and vacation time, and company holidays if eligible. The company also offers up to twelve weeks of paid maternity leave, when applicable, 5 days of paid bereavement leave, and paid jury duty. Eligible employees can enroll in our company's 401k plan, as well as a retirement plan. Some employees may be eligible for discretionary and/or metric-based bonuses dependent on their position. The company also provides an Employee Assistance Program. |
Tideworks
$110,000.00 - $140,000.00 / yr
vision insurance, short term disability, 401(k), retirement plan
Jan 06, 2025