Senior Client Success Manager

Description

Position Title: Senior Client Success Manager

Location: Coralville, Iowa

Reports to: Director of Client Success

Status: Full-Time, Exempt, Salary

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Senior Client Success Manager is responsible for enriching the existing client experience with Leepfrog’s CourseLeaf software by driving client engagement, satisfaction, renewal and growth. The SCSM will have a deep understanding of the CourseLeaf suite; build strong relationships with Leepfrog clients at all levels to ensure they are getting maximum value from the software; and provide product and process information so that clients are well-positioned to meet their goals. Further, the SCSM will make independent contributions to the Client Success plan, measurement of client satisfaction, and have the capacity to implement plans and projects independently and manage others.

Responsibilities

Drive true client value through client engagement, satisfaction, renewal and growth (activities with the client)

• Cultivate strong client relationships through regular check ins with stakeholders to assess product adoption / integration and client satisfaction.
• Promote client retention and loyalty and growth, provide critical product updates, and identify solutions that meet client evolving needs.
• Contact client stakeholders to assess their perspective on the client journey with CourseLeaf and ensure campus goals are being met.
• Communicate in multiple modes critical product and process updates and new product information to existing clients to ensure they are aware of the full array of CourseLeaf solutions and resources.
• Support revenue generating efforts through lead identification and qualification, building the client reference pool, and building product awareness
• Maintain an in-depth working knowledge of existing and new CourseLeaf software configuration, customization, and implementation options to meet client requirements.

Support Client Success activities (activities internal to Leepfrog)

• Serve as a point of escalation for clients and Leepfrog staff on concerns about implementation, support, billing, and general dissatisfaction with products, staff, or service; coordinating internal teams for the resolution of issues and ensure client satisfaction with subsequent CourseLeaf provided solutions.
• Represent the voice of the client to ensure that enhancement of internal processes and the product development roadmap is driven by customer input.
• Develop and implement success plans designed to get lagging clients on the path to success.
• Provide substantial input and recommendations into product, marketing, and sales process to enhance client experience.
• Collaborate with Leepfrog colleagues for cross functional ideation, planning, and change management.

Support measurement of Client Success effectiveness (metrics and Leepfrog revenue opportunities)

• Renew existing contracts and upsell/cross-sell additional CourseLeaf solutions, promote additional modules, professional services, and other add-ons to the installed base of clients.
• Collect key satisfaction and performance indicator data to determine general client satisfaction and loyalty.

Inspire Customer Success Across Leepfrog

• Support a company culture of massive customer delight.
• Work with Support and Development on driving client centered communications and responsiveness.
• Work with Marketing on communicating to existing clients.
• Work with Product on driving a client-centered product roadmap.
• Work with Sales around reference collection, case study development, and a cross-sell and up-sell strategy with a client lifetime value focus.
• Work with Finance on collection, measurement, and forecasting.
• Take a lead role in the development and implementation of a company-wide customer feedback loop.

Other duties as assigned.

Requirements

Skills

• Soft skills: empathetic, positive attitude with a desire to help our clients reach their goals.
• Excellent oral and written communication: clear, concise, and professional. Able to communicate across a wide range of internal and external audiences with tact and diplomacy.
• Strong client orientation and listening skills: able to understand client requirements and translate them into customization options/plans.
• Planning: an ability to think ahead, prioritize, and plan. Take initiative.
• Problem-solve in a changing environment: analyze situations quickly and react appropriately by identifying who may help in various situations.
• Time Management: the ability to organize and manage multiple priorities.
• Strong Teamwork: ability to interact effectively cross-functionally with internal resources.

Qualifications

• BA/BS (MBA/Master preferred) or equivalent years of experience.
• 6+ years of experience in Customer Success, Account Management, Higher Education, or a similar area of responsibility in a client-facing role for a SaaS/software company.
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
• Knowledge of customer service practices.
• Technical aptitude and ability to learn software programs.
• Preferred, but not required experience with Customer Relationship Management (CRM) software such as Salesforce

Physical Requirements

These physical demands represent the essential functions of this job. Reasonable accommodations may be made upon request and in accordance with the Americans with Disabilities Act.

While performing the duties of this job, the employee is regularly required to communicate with others in person, by phone, and electronically, and to use a computer, keyboard, mouse, and standard office equipment such as a phone, printer, and copier. The work involves extended periods of sitting and viewing a computer screen, with intermittent standing, walking, and reaching. The employee may occasionally need to move or lift office materials of various weights, such as files, supplies, or small equipment.

Work is generally performed on-site in a standard office environment with a moderate noise level. Physical requirements for this role do not change for work completed remotely.

This role requires travel dependent on the needs of the client, which may include air travel and/or travel by personal vehicle to attend meetings, client sites, conferences, or other work locations. Travel may involve extended periods of sitting in an airplane or vehicle, navigating airports, parking areas, and other facilities, and carrying or moving luggage and work materials of various weights.