Why being a Client Success Manager at Impartner rocks!

This is a fully remote position.

As a Client Success Account Manager, you’ll be managing a set of named customers - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

Client Success Account Managers (CSM) must be willing to wear several other hats including more general support and occasionally, onboarding work. The objective for Client Success Account Management (CSM) is to ensure the successful PRM use by every customer to ensure that each and every customer successfully achieves the ROI for which they purchased the solution. Ultimately leading to satisfied clients that renew their contracts with Impartner.

Our Client Success Managers (CSM) are STEWARDS of our exceptional customer experience. They ensure we are providing a great service while working with our customers on a strategic level to explore and provide more service, more value and better outcomes. The CSM is a central point of contact for all things we deliver to our customers, this position is a cornerstone to our customer experience.

This is a 100% remote position.

Provide Best in Class Responsiveness

Client Success Account Managers are responsible for creating an experience for the client in which they feel confident getting to a resolution. This could include influencing policies and procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers to inform our product roadmap, ensure completion of support tickets and service requests, advise on best practice configurations of the Impartner software, and provide strategic guidance to our customer decision makers.

Provide Technical and Product Support

Client Success Account Managers must know the Impartner platform inside and out. They are often called upon to provide best practices or provide training to our customers. They may even help customers plan and understand the best ways to utilize the software and functionality based on the customer’s business needs and use cases. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of the Impartner PRM.

Client Success Account Manager Skills

Client Success Managers should possess fantastic interpersonal skills and be strong leaders. They need to be highly organized and they should also be excellent communicators both orally and in writing. They should be capable of coordinating several resources, escalating concerns with appropriate detail for resolution and hold great negotiation skills for contract management.

Core skills

• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
• Knowledge of customer service practices
• Excellent negotiation skills
• Technical aptitude
• Experience with Partner Relationship Management (PRM) software such as Impartner PRM – other platform PRM knowledge is valuable.
• Experience with Customer Relationship Management (CRM) software such as Salesforce, Dynamics, Hubspot, etc is required
• Channel expertise a HUGE plus

What You’ll Do

• Drive retention and growth among our customers by understanding their business needs and helping them succeed
• Own the customer contract and renewal process
• Maintain a cadence of communicating with customers about their adoption trends, usage, and business plans
• Identify opportunities for customers to act as Impartner advocates (e.g. testimonials, case studies)
• Collaborate closely with Sales to support expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap
• Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by delivering and communicating ROI for our clients, throughout the customer lifecycle

At Impartner, we value inclusion and embrace diversity. Impartner is an equal opportunity employer and makes employment decisions on the basis of merit. Impartner prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.

gk90ORYj5D