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AI Summary
Lead a team of client managers to ensure risk detection, contract expansion, and proactive engagement with decision-makers. Manage a small portfolio of clients while coordinating team delivery of resources and maintaining feedback loops with internal departments.
The Lead CM will lead a team of client managers across assigned products toward the goals of:
- Risk Detection & Mitigation
- Opportunity Identification for Contract Expansion
- Proactive Connections with Decision Makers
- Expanded system knowledge & usage across client base
This position is required to travel, and 10%-25% travel is typical for this role.
Business needs will dictate the amount of travel required, which may be more/less than the typical amount specified.
Provide supervisory support and leadership to the Client Managers assigned to the Lead’s product set:
- Report directly to the Senior Director of Client Success on current state of Client Managers under the Lead’s supervision.
- Provide day-to-day guidance, support, coaching and oversight to the team including 1 on 1 meetings, team meetings, and annual performance review (ARP) oversight/execution.
- Support employee selection/hiring, disciplinary, and exit processes as needed.
- Coordinate team delivery of client resources and mass communication, including but not limited to bi-weekly emails, product release information, weekly/monthly webinars, office hours, etc.
- Lead efforts to identify and turn around at-risk clients.
- Maintain feedback loops to other Symplicity teams (sales, support, product, marketing, etc.), sharing client feedback and representing the client perspective
- Maintain feedback loops to leadership on current state of the business specific to client health, renewal risk, and expansion opportunities.
- Ensure utilization of customer success tools.
- Other duties as assigned.
- Work with the billing team to assist in any issues, invoices, and new sales quotes.
- Actively support quick and effective implementation of new Symplicity systems assigned in conjunction with Implementation Specialists.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Engage in day-to-day communications with clients to ensure we are maximizing their experience and success with their Symplicity systems.
- Advance a trusted advisor relationship while driving towards successful delivery and implementation of new services.
- Identify upsell and cross-sell opportunities within client base and work with Account Executives to ensure these opportunities.
- Continuous learning and expertise on industry and client best-practices and trends. Develop client case studies, success stories, and references for assigned clients.
- Bachelor’s degree
- Experience selling into or supporting the Higher Education Market
- Strong interest in the Higher Education space
- Detail oriented; problem solving skills
- Effective communication skills (verbal and written)
- Outgoing, high energy, friendly personality
- Personal initiative, self-motivated
- Team player, cooperative, flexible
- Ethical business standards
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