Job Overview: The Client Success Manager is a highly proactive and driven IT account manager that engages with accounting professionals to deliver results. The manager is responsible for managing the life cycle of the firm following the project implementation to the date of renewal. The position focuses on developing lasting relationships with Rightworks OneSpace Firm Premier clients by providing excellent service and user experience. The position focuses on two main aspects: references and retention inside Rightworks OneSpace Firm Premier. As a Client Success Manager, your role in the Rightworks organization will be to provide an extremely high level of service and leadership to our clients. Ultimately, your efforts will be essential in providing a positive experience for our clients.Responsibilities:Have regular contact and routine calls with cloud administrators and/or partners for an average of forty accounting firmsEnsure the OneSpace Firm Premier experience is stable and consistent for their firmsCommunicate and work jointly with Rightworks internal teams (Service, Application, Network, Project, Infrastructure) to deliver resolutions to clientsWalk clients through software, office, and staff changesAdvise best practice for using and engaging with the Rightworks OneSpace Firm Premier productBe responsible for having an in-depth understanding of the Rightworks product and procedures.Show our clients that they are valued and appreciatedBe the voice of the customerAdditional responsibilities:Account Management:Day-to-day activities include keeping a pulse on our clientsGuide escalation process where necessary through the proper support channelsManage client communication via weekly updates, status page, calls, and emailPR, write up root cause analysis, and communicate effectively with clients on outagesOversee client projects such as office moves, network changes, software implementations and conversionsEvery Client Success Manager will be required to provide qualified references on a regular basis to the Sales TeamRenewals- delivered in a timely fashion, and a 97% closing rate.Any additional tasks required to ensure the client has a positive experience and that any gaps are connected or filledAssist other departments as neededComplete special projects and tasks assigned by managementRequirements:4-6+ years of account management experience in the IT industry or related experienceBachelor's degree in business management or equivalentExcellent communication, time management, decision making, presentation, and organization skills. Ability and desire to learn Rightworks processes and technologiesKnowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desiredUnderstanding of various technologies such as Citrix, Microsoft, Dell, Network Monitoring systems, etc.Proactive – take initiative to resolve issues and communicate with the clientReliable – follow through, do what you say you will doOver Achiever – go over and beyond what the client expectsCommunication – be able to discern between customer perspective and Rightworks perspective, client is always rightAdaptable - balance moving priorities, projects, clients and technology. Be able to shift priorities in response to the demands of the situation at handTeamwork – Must be able to work with your team in such a way as to build one another upTenacity – Diligence to find the right answer/solution even when it is not easily apparentCompulsive organizationConflict resolution - ability to handle difficult situations and client frustration while maintaining composureFeedback from clients about their CSM should be positiveAdditional Information/Requirements:Remote based roleGeneral office environment for any onsite workConsiderable stress may occur at timesUp to 10% travel. Travel will be at the Client Success Manager's discretion and will be dependent upon territory and travel budget. The objective of client visits is to strengthen client relationships and client retention.Eligibility RequirementsThis role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship. Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska. Relocation will not be offered for this position.Our compensation range for this role ranges from $65,000 - $70,000 annually, and is determined based on factors such as relevant experience, skills, and internal equity.BenefitsTo provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!
