Client Success Manager
Company: Corvee
Location: Fort Lauderdale
Posted on: February 24, 2021
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Job Description:
Position DescriptionOur key focus at Corvee is providing a
seamless and customer-focused experience through empowered
employees to solve any problem. The Client Success and Support team
focuses on collaborating and continuously improving processes and
tools across the organization adapting our standards to better
support clients' needs.As a member of our Client Success team, you
will proactively build relationships, identify and mitigate risk,
and expand product adoption within a specified book of business.
The right candidate will be adept at managing multiple priorities
without sacrifice to proactive client delight in a fast-paced,
dynamic environment.The Client Success team are creative product
experts who work with our clients to drive adoption of Corvee's
products and solutions. Client Success Managers (CSM) unlock
strategic business value and are subject matter experts of Corvee's
products and our clients' needs. Cultivating trusted relationships,
where we leverage our products and industry knowledge to drive ROI
and build long-term client success and satisfaction. Internally, we
are the voice of the customer - advocating for their needs and
championing their success.It's a powerful team that bridges
business and technical challenges while maximizing customer success
and value with Corvee's suite of solutions. We love addressing real
world opportunities and enabling our clients to do their best
work.Our clients are our most valued asset and developing a trusted
relationship is paramount to our success. The Client Success
Manager (CSM) will execute full client lifecycle management and
will be actively involved in managing all phases, including client
onboarding, quarterly business reviews, client renewals, and client
health initiatives. The CSM will possess excellent accounting,
communication, project management, and customer service skills. As
a trusted client partner, you are laser-focused on a positive
client experience above everything else.How You'll Contribute* You
will evangelize Corvee's mindset to change how people work -- and
we believe that requires established individuals and organizations
to rapidly evolve culture, process, and technology. * Manage a
portfolio of clients to drive greater business value and ensuring
our customer's Corvee portfolio of accounting services is being
optimally leveraged* Drive customer onboarding experience and
success planning to ensure clients are deriving the most value out
of Corvee products and services* You will demonstrate mastery of
general accounting, including monthly reconciliations of all client
accounts, tax planning, bookkeeping, CFO services and Wealth
Management. * Fluent in current accounting and payroll technology
and stay on top of the rapid changes in the industry.* Possess
impeccable relational skills and can create win/win environments
for all parties that you work with.* Apply a consultative approach
and a collaborative nature.* Work with clients to ensure they are
leveraging our services and technology solutions effectively and
finding value in the service we provide.* An overall team player
willing to jump and support wherever possible across all functional
areas of the business.* Culture advocate, actively participating to
ensure a great employee and team experience.* Proactively drive
customer adoption and look for opportunities to increase the
overall footprint* Work closely with the sales team as growth
opportunities are identified* Understand and manage customer health
in a proactive fashion* Improve Customer Experience & Customer
Satisfaction by helping them achieve their stated business
outcomes* Implement action plans and playbooks that drive key
metrics for the CSM* Lead strategic, cross-functional initiatives
such as customer journeys, maturity models, voice-of-customer, and
product feedback* Make customer renewals a non-event by driving a
results-based engagement pattern. clients should understand the
value they are getting from Corvee's products and services and the
CSM provides the ongoing engagement patterns to ensure they keep
and grow our clients' business.* Prepares and conducts strategic
internal and client video kick-off meetings - requires the
flexibility to adjust working hours to accommodate various time
zones.* Manages client renewals, ensuring renewals, upsell, and
expansion opportunities are provided and utilized with clients.*
Supports efforts to mine and develop an understanding of customer
feedback and drive the closed-loop process.* Helps to maintain
above-average industry average retention rates.* Manages client
information preparing content, and regularly updating CRM and
operational tasks* Sets expectations, develops and communicates the
implementation project timeline and defines the onboarding
process.* Manages project risk to ensure timely, on-budget project
execution and closure of implementation and setup tasks.*
Facilitates client communication during the onboarding phase and
beyond. Including email communication, video conference calls with
clients, and delivery of financial reports* Advocates client
needs/issues cross-departmentally.What You'll Bring* 5+ years of
experience in a client success, sales, technical account management
or business development role. Industry experience preferred but not
required* Excellent written and verbal communication skills. Be
detailed oriented and analytical* Experience managing, consulting
and negotiating with Enterprise customers* Technical competence and
understanding of SaaS software* Experience in a fast-paced working
environment and the ability to multi-task and troubleshoot under
pressure* Passionate about business results and quality, with a
strong sense of accountability and ownership* Resilience, positive
energy and strong ability to problem solve with a passion to
learnHere are the attributes we see as important to this role:*
Success Mindset. Your High Performing Approach has been developed
through experience with success-oriented, high-performance coaching
specifically related to mindset. This job is not a therapy job to
identify the "wound" of the client. That is helpful, but not
indispensable, our job is all about progress, productivity, high
performance, commitment, follow-through, and GRIT.* Emotional
toughness. You are able to act not only for the immediate need for
recognition or the proverbial "pat on the back," but for the clear
inner-drive towards excellence and achievement. You are truly
passionate and invested in your Clients' success, yet it is
essential that your self-worth does not come from your relationship
with them. There will be tough conversations. Mental toughness and
not taking things personally is fundamental.* Proactivity. You act
without being told what to do, you bring new ideas to the company.
Often, you will have to analyze a situation or trend, identify one
or multiple solutions, and recommend to your superiors your
preferred course of action. You "present your case" with common
sense and develop "win-win" solutions to the case at hand.*
Analytical Skills. Able to structure and process qualitative or
quantitative data and draw insightful conclusions from it.
Excellent listening and questioning skills, with the ability to dig
deeper and find what is happening behind what is being said.*
Honesty/Integrity. Does not cut corners ethically. Earns trust and
maintains confidence. Does what is right, not just what is
politically expedient. Speaks plainly and truthfully.* Organization
and Planning. Plans, organizes, and schedules in an efficient,
productive manner. Focuses on key priorities while managing the
details of multiple clients. You can juggle many balls while
documenting everything thoroughly and communicating with all
stakeholders clearly.Why You'll Love Us* Competitive Salary*
Generous PTO Package* 10 Company Holidays* 100% Paid Medical
Benefits* Company equity* Paid Maternity/Paternity Leave* Awesome
Co-Workers!Who We AreCorvee empowers accounting and tax
professionals with a suite of solutions designed to build, grow and
optimize their firms. We work with firm professionals in the
specialties of tax, accounting and financial advising.Corvee
provides a bundle of solutions for each specialty including tax
planning and client collaboration software, firm growth and
development programs and wealth management advisor partnership
opportunities.Built with the help of on-staff tax and accounting
experts, the all-in-one suite is designed to help firms increase
revenue and improve efficiency, while providing the highest value
and insight to their clients.
Keywords: Corvee, Fort Lauderdale , Client Success Manager, Executive , Fort Lauderdale, Florida
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