Client Success Executive

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Full Time Cust Success Man Atlanta, GA, US

2 days ago Requisition

Client Success Executive

Your Opportunity
The Client Success Executive is responsible for working with the Director of Client Success to align the efforts of Delivery Managers (DMs), Consulting Services (CS), Account Executives (AEs), and other support teams to ensure ivision clients are receiving the optimal customer experience, value, and outcomes. This role focuses on building trusted relationships, driving adoption, and ensuring measurable client success across the entire customer journey.

The Client Success Executive is directly accountable for achieving customer retention, growth, and satisfaction targets within their assigned accounts, and is expected to proactively identify, qualify, and advance opportunities in collaboration with Sales.

Responsibilities

• Build trust, long-term relationships, and loyalty with clients across their organizations to develop multiple points of support and sponsorship.
• Own Net Revenue Retention and Gross Retention outcomes across assigned accounts.
• Maintain accurate forecasts for renewals and expansions, and partner closely with Account Executives to drive attainment of revenue goals.
• Proactively drive customer value by ensuring the achievement of client outcomes, adoption of ivision solutions, and delivery of long-term customer partnerships.
• Develop and execute comprehensive Success Plans for each client, defining clear objectives, success measures, and adoption milestones.
• Provide consultative support to customers by understanding their business needs, offering recommendations, and engaging ivision teams with the right decision-makers.
• Develop and present Executive Business Reviews that deliver business analytics and insights, demonstrating measurable value and identifying opportunities to expand engagement.
• Assist Account Executives with increasing utilization, expansion, and renewals by leveraging your influence, knowledge of the client’s environment, and executive relationships.
• Work to continually refine and evolve CSM processes to maximize customer value and drive efficiency and profitability for ivision.
• Work with clients during their entire customer journey (on-boarding to renewal) to ensure they receive fast time-to-value and continue receiving value through their customer for life partnership
• Help drive the timely and efficient execution of internal processes for managed services renewals and expansions.
• Understand customers' specific business needs, identify pain points that drive buying decisions, apply knowledge, analytics and engage specialists to develop solutions, and engage with Account Executives to meet those needs.
• Advocate for customers and engage high-level support resources to resolve escalated issues quickly and thoroughly.
• Serve as the client expert within ivision, providing voice-of-the-customer insights that inform future services, solutions, and strategies.
• Maintain awareness and stay informed on changing IT market, software, hardware systems and peripherals applicable to ivision’s business model
• Promote a positive ivision brand in the community and represent the company at client and industry events.

Skills

• Proven ability to build and sustain executive-level relationships, including experience delivering strategic recommendations and leading complex discussions.
• Strong business acumen with a track record of driving customer retention, revenue growth, and adoption of technology services.
• Skilled at identifying customer pain points, developing solutions collaboratively with Sales and Delivery, and…