Client Success Manager

Aiir Consulting Philadelphia , PA 19019

Posted 2 weeks ago

At AIIR we set the standard in next-generation leadership development and help shape the leaders behind many of the brands you know and love. You can find us delivering coaching programs at the worlds largest coffee house chain, a multimillion-dollar cloud storage company, and at one of the nations oldest retailers (and many other awesome clients in between!).

But its not just what we do that produces exceptional results for our clients.

Its howand whywe do it.

We are a small, but mighty and growing team! Affectionately known as AIIRHeads, our team is the heart and soul that fuels our work. We are a blend of diverse backgrounds, skills, and experiences and share a common vision of improving peoples lives through change. At the end of each day, we know our work enables leaders to live purposeful, intentional, and healthy lives which has a positive impact on their teams, their organizations, their communities, and themselves.

For the past decade, weve been building, learning, and shaping our craft. Our next phase of growth requires us to hone our proprietary technology and level up our infrastructure and processes so we can meet the evolving needs and business challenges of our clients.

To do that, we need a seasoned Client Success Manager to own, manage, and drive the delivery of an assigned client portfolio of projects and create exceptional client experiences. This is a high stakes role as youll be the connector between our clients and delivery teams and be accountable for successful outcomes in a matrixed environment.


While no two days are alike, you can expect to:

  • Collaborate with our Account Managers on proposal and contract development, as well as the respective project scope of work and the overarching goals, objectives, and milestones.
  • Provide project oversight and ongoing direction for client portfolio
  • Monitor overall project portfolio, provide direction and communicate with Account Managers and Client as required
  • Create and communicate the project risk strategy
  • Lead internal project retrospectives

To be successful, we think you need:

  • 5+ years of experience in project management or similar project leadership role, preferably in a client services environment
  • 3+ years of experience in a customer-facing role
  • Highly polished interpersonal communication skills and a drive to connect with people
  • Self-direction with the ability to adapt to changing priorities in a fast-paced environment
  • Strong organizational skills, extreme attention to detail, and proactive problem-solving skills

As in any growing organization, youll need to have a learning mindset, be willing to take risks, and get your hands dirty from time to time too.


We have the benefits youve come to expect relative to medical, dental, and vision insurance and PTO. As a learning organization, we have some other developmental tools and programs too!

You in? If so, wed love to hear from you.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Success Manager

Concentra Analytics

Posted 2 months ago

VIEW JOBS 10/21/2020 12:00:00 AM 2021-01-19T00:00 <p>We are looking for a Client Success Manager to join our London team to support our continued growth. OrgVue now has more that 100 blue-chip and consulting partner clients.</p> <p>You will be responsible for managing approximately 10 accounts, ensuring that each client is getting maximum value from the OrgVue platform, driving renewals plus identifying and closing upsell opportunities. You will be the key point of communications between our client stakeholders and members of our sales, advisory, support and product teams. You will build a deep understanding of both OrgVue and your clients’ use cases so that you can offer best in class service. This role will be good for someone who is inquisitive, who likes solving technical and business problems and who has strong people and communication skills. </p> <p>When not working with clients you will be working with other team members on projects to help build the function or to add value for our clients. </p><p><strong>Requirements</strong></p><p><a rel="nofollow noreferrer noopener" class="external"></a></p><p><a rel="nofollow noreferrer noopener" class="external"></a></p> <p>Client Success Management </p><ul> <li>Manage key accounts, ensuring that clients are able to meet their business objectives and get on-going value from using OrgVue</li> <li>Ensure that each client has documented a long-term vision for success </li> <li>Work with the sales and advisory leads to create and maintain account plans for all clients within the portfolio </li> <li>Build strong relationships with the sales and advisory teams to ensure that account plans are executed seamlessly </li> <li>Manage client communications through regular check-ins and Executive Business Reviews focussing on business outcomes and client objectives</li> <li>Provide coaching and support to super users</li> <li>Drive advocacy through client specific and regional events and communications </li> <li>Ensure that each piece of work delivered meets the original desired objectives </li> <li>Work with the client sponsors to track and drive adoption </li> <li>Maintain a deep knowledge of clients’ use cases, business objectives and configurations to ensure that each meeting or conversation provides value </li> <li>Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively</li> <li>Identify and effectively communicate additional use cases that would benefit the client</li> <li>Ensure that all relevant data is captured and updated weekly within our customer success platform</li> <li>Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency</li> <li>Ensure that client feedback is effectively communicated back to the product management team <ul> <li>Process documentation improvements</li> <li>Client event preparation</li> <li>Knowledge hub updates</li> <li>Proof of concepts </li> </ul> </li> <li>Strong problem-solving ability </li> <li>Detailed oriented </li> <li>Excellent follow-up and follow through habits with clients and colleagues</li> </ul> <p>Sales</p><ul> <li>Work with sales and advisory to drive upsell and cross-sell opportunities </li> <li>Identify and manage client issues and risks effectively and in line with process</li> <li>Manage all aspects of the client renewal process pulling in resources to support as needed</li> </ul> <p>Project Work</p><ul><li>Spend approximately 20% of time working on projects that will either improve the function or add value to clients such as:</li></ul> <h3><br></h3><h3>Knowledge and Experience</h3> <ul> <li>Degree (2:1 or above)</li> <li>Previous Client Success or Consulting experience</li> <li>Knowledge of organisation design (preferred)</li> </ul> <h3>Skills</h3> <ul> <li>Data driven and very strong analytical skills</li> <li>Excellent written and verbal communication</li> <li>Stakeholder management</li> <li>Client focussed</li> </ul> Concentra Analytics Philadelphia PA

Client Success Manager

Aiir Consulting