Customer Success Manager

About this role

The Customer Success Manager supports Clients and Providers' needs while focusing on driving product and solutions usage of the Workforce Edge platform. The Customer Success Manager is an expert guide, helping to navigate each client/provider towards successful ROI of the Workforce Edge platform and services enabled on their account. They are responsible for platform training, client support, and advisement.


The Customer Success Manager is a strong voice for customer experience and feedback to internal teams. The Customer Success Manager acts as a front-line technical support for client administrators, and as a hub between clients, product, activation, and advising. They are platform experts and are responsible for backend systems configuration, data accuracy, product demos, and product training needs.


Essential Duties & Responsibilities

• Ensure alignment at all levels of the relationship throughout the Client/Provider partnership including identify gaps in offering to encourage strong platform usage and adoption.
• Develop a broad understanding of client’s needs in order to meet expectations and encourage best practices to ensure success of the partnership.
• Provide data for business reviews.
• Provide quantitative and qualitative feedback to Product and Support teams. Suggest ways they can improve on the Client Experience and outcomes.
• Own the process for collecting data from partners for use across all teams, accurate entry into our systems and product for product and advisors, and testing both at launch and with updates as needed.
• Identify key metrics, build reports, and provide dashboards that are useful to our partners.
• Keep clients informed of feature updates, future roadmap, process and procedural changes.
• Manage process to confirm enrollments with partners then work internally to facilitate and audit the billing process in coordination with operations and finance departments.
• Maintain a working understanding of all client integr...