Client Success Manager

SVA is looking for a Client Success Manager to join our growing Consulting team. This is the opportunity you have been looking for! In this role, you will refine your skills across several industries, find your passion and the perfect fit. You will benefit from continuous learning through client-facing interactions and share your knowledge of how business applications impact our internal and external teams.

Collaborate with an accomplished and diverse team of professionals and enhance your career with personalized development and mentoring opportunities. Demonstrate your expertise and leadership skills, while building your career in an independent and growing professional services firm that has been certified as a Great Place to Work®! SVA + You. Together, We Serve. People. Better.

About SVA Consulting:

SVA Consulting is committed to delivering exceptional customer experiences through innovative business solutions and strategic support. We collaborate with clients to understand their unique challenges, offering tailored post-implementation support that empowers them to achieve operational excellence. Our team is at the intersection of business and technology, fostering a culture of continuous improvement, collaboration, and growth. At SVA, you'll have the opportunity to develop your skills, build meaningful relationships, and contribute to transforming the way our clients manage corporate performance.

Job Description:

SVA Consulting is seeking a proactive and client-focused Client Success Manager (CSM) to serve as a trusted advisor to our ERP clients and internal support team. The CSM leverages their strong Acumatica knowledge and relationship management skills to help clients maximize the value of SVA's product and service portfolio. This role is responsible for building strategic relationships, establishing and monitoring KPIs, and ensuring an exceptional client experience that supports retention and growth.

The Client Success Manager will work cross-functionally with Sales, Development, Support, and QA teams to advocate for client needs, identify opportunities for expansion, and proactively address issues before they become escalated. This position may be fully remote or hybrid/onsite at either our Madison, WI or Brookfield, WI locations.

Key Responsibilities:

• Establish a trusted and strategic advisor relationship with clients, engaging closely with key contacts to align technology solutions with business goals.
• Provide exceptional customer service through multiple channels, including meetings, virtual sessions, phone calls, emails, and messaging.
• Advocate for client needs internally, collaborating with cross-functional teams to maintain or expand service opportunities.
• Establish, maintain, and leverage KPIs to monitor client engagement, product adoption, and expansion of SVA products and services.
• Educate clients on SVA product offerings, including new features and product launches.
• Proactively anticipate and address client concerns; respond with urgency to time-sensitive client or internal requests.
• Provide regular, customized communications for each customer, ensuring timely updates and value-added insights.
• Prepare and review customer retention data; implement strategies to increase client engagement and satisfaction.
• Identify and escalate risks to customer retention and work with internal teams to resolve issues.
• Foster positive working relationships with partners at Acumatica
• Perform all other duties as assigned.

Qualifications:

• Bachelor's degree in Business, Finance, Accounting, Computer Science, or related field.
• 2+ years of prior experience in customer success, account management, consulting, solutions engineering, client sales, or ERP implementation;
  Acumatica experience strongly preferred.
• Strong verbal, written, presentation, and meeting facilitation skills.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Proven ability to problem-solve with minimal direction and operate effectively in ambiguous situations.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities.
• Demonstrated experience building and maintaining…