CareerArc is on a mission to help companies recruit talent better, transition their workforce more effectively, and enhance their employer brand. After all, companies are made up of people.

Our momentum is driven by people who are curious, passionate and dedicated to a customer-first culture. Our work is driven by the belief that empowering companies to amplify and protect their employer brand helps promote more engaged work cultures, and more fulfilled job seekers and employees.

We are backed by Kinderhook Industries and PeakEquity Partners, and just announced a $30M growth equity round in January 2019. Join us!

The Client Success Manager works with existing Career Transition Services customers to ensure that they are successful and delighted by CareerArc. The Client Success Manager manages a book of assigned accounts to proactively drive adoption of CareerArc’s solution and acts as the voice of our customers to help guide our product innovation to help solve critical business challenges. The Client Success Manager manages numerous customers at different stages of the customer lifecycle and is an expert in our product and best practices so it can be communicated to the end users. The Client Success Manager builds relationships with their assigned new and existing customers.

Promote Sustainable and Long-term user adoption

• Manage assigned client accounts to cultivate growth and identify expansion opportunities.
• Work aggressively and effectively with assigned clients and other team members to drive healthy user adoption and activity.
• Develop and execute on long-term account plans to promote user adoption, acquire referrals and client references,
• Define the long-term growth plan of the customer to help realize new use cases and more.
• Conduct quality & product usage checks to ensure customer & product satisfaction expectations are being satisfied for clients. Ensure that a high level of service is being delivered.
• Drive user adoption through:
  • Monitor and evaluate the customer’s ongoing workflow optimization
  • Conduct user education/training of our products and services for customers
  • Manage customer service and product concerns to increase customer satisfaction; and issue abatement.

Relationship building – trusted advisor

• Proactively connect with assigned customers to gain an understanding of their needs and ensure they understand and find full value of our products and services.
• Build and maintain healthy relationships, keeping client deployments on track for continual success.
• Facilitate regular business reviews to review historical service, usage, outstanding issues, and collaborate and define a long-term strategic account plan.

 Account growth

• Identify expansion opportunities within existing Client accounts.
• Collaborate and identify the correct internal resource and work closely with them to ensure the customer’s needs are addressed quickly and completely.
• Create and evaluate strategic plans for assigned accounts and execute on the individual action items and details.
• Utilize tools to analyze usage patterns by product category, department and end-user to ensure the customer is optimally using the Products and services

Education:

• Bachelor’s degree (or 4 additional years’ relevant experience in lieu of a degree)

AND

• 4 years’ experience in account management and/or client success

• Experience with Software as a Service

Skills and Compentencies

• Analysis skills and the ability to develop processes and methodologies
• Excellent written and oral communication skills
• Ability to set expectations and communicate goals and objectives with customers and teammates
• Team player with strong communication and interpersonal skills
• Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies
• Ability to break complex concepts into easy to understand concepts and training modules
• Ability to solve complex problems under pressure
• Effective issue identification, prioritization, and escalation skills
• Strong understanding of internet technologies and a demonstrated capacity to learn
• Experienced with PC and Mac Operating Systems as well as troubleshooting client issues in variety of browsers including Chrome, Internet Explorer, Firefox and Safari
• Project management, multi-tasking and time management skills
• Outplacement/career transition services industry services experience a plus

CareerArc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CareerArc complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.