Onspring Careers: Client Success Manager

Is developing relationships your super-power?

Onspring is seeking energetic, intelligent, client-focused individuals who want to be part of a high-growth technology company, based in Kansas City. The primary objective of the Client Success Manager will be to nurture relationships with existing clients to help them fully engage and realize maximum value from their Onspring investment. This role works closely with our Services, Training, Support, Product and Sales functions to ensure a seamless, positive experience throughout all stages of the client journey.

Responsibilities:

  • Serve as an advocate and champion for Onspring clients
  • Focus on consistent improvement of the following metrics:
    • Client satisfaction
    • Client engagement
    • Net promoter score (NPS)
    • Renewal rates
    • Reference calls
    • Lifetime value
  • Facilitate new client onboarding, perform regular client “health checks” and develop individualized plans for client success
  • Measure quantitative and qualitative success outcomes through scheduled client assessment campaigns
  • Identify risks or threats to client success and develop plans to mitigate those risks
  • Serve as a trusted advisor, providing recommendations, answering questions when able and facilitating conversations with other Onspring SMEs when necessary
  • Actively communicate new product functionality, training opportunities and Onspring events to ensure client engagement
  • Align with Sales to identify upsell opportunities within existing client accounts

Desired Skills and Experience:

  • 3+ years in a client-facing service or support role (previous experience working in software or technology is preferred)
  • Creative, analytical thinker who is adept at troubleshooting and solving problems
  • Strong background developing relationships with clients, especially at higher levels of the organization
  • Superb organizational and listening skills
  • Strong written and verbal communication skills

Personal Attributes and Values: 

  • Fits with a hard-working, innovative, quality-driven, and client-focused culture
  • Articulate, with a proven ability to communicate effectively with colleagues and clients
  • Organized, methodical and action-oriented
  • High energy, sense of urgency, passionate, committed, engaged
  • Agile, nimble, able to recognize and implement necessary changes
  • Creative thinker and high aptitude for solving problems
  • Believable, credible, honest, high integrity and trustworthy

PUT ME IN, COACH!

If you’re ready for your favorite job, join us at Onspring. Submit your contact details and brief intro below.