Client Success Manager

Chicago, IL

Job Description

Kensium Client Success Manager

Job Overview

Kensium is looking to add to our growing Chicago office (or Remote) within our Account Management & Client Success team.

As a member of the Account Management & Client Success team, you will have the exciting opportunity to work with Kensium's clients directly. You will support both national and international clients to ensure client expectations are met by building strong client relationships, provide account oversight and support to client project teams.  While our solutions are at the forefront of eCommerce and ERP technology, it will be your innovative engagement with our clients that bring "Co-Value Creation" to our customer companies.  You will be a client advocate and detail-oriented professional.

The ideal candidate will be passionate, realistic, flexible, optimistic, self-driven, autonomous, and a fast learner.  The key attribute that will bring success is that you will OWN your client accounts, relationship ultimately, with guidance and support where and when needed.

Come work at Kensium., one of the leading agencies in the industries of eCommerce and ERP solutions. If you're serious about your next job, Kensium is an ideal place to grow your career.  The role reports directly to Kensium's Vice President of Account Management.

Role & Responsibility:

  • Responsible for managing assigned Kensium Client Account Management relationship with assigned clients.
  • Communicating with clients to ensure that all of their needs are understood and addressed.
  • Develop trusted advisor relationships with assigned accounts, customer stakeholders, and client executive sponsors.
  • Monitor and track assigned client account projects related to budget (hours utilized vs. budgeted), deliverables, timelines with Kensium assigned Project Manager, Technical Leads, etc as related to their contracts.  Ensuring Kensium is meeting/exceeding client expectations. 
  • Clearly communicate the progress of monthly/quarterly Client initiatives to internal and external stakeholders.
  • Build strong "Co-Value Creation" with client stakeholders regarding their business goals, and jointly create and execute a "Growth Plan(s)" to align with the overall client(s) business strategy with the assistance of internal Kensium departments.
  • Collaborate with internal departments/teams to identify and grow opportunities within your assigned client accounts.
  • Forecast and track account metrics.
  • Prepare reports on client account programs and status.
  • Assist with challenging client requests or issue escalations as needed.
  • Assist Finance and Project Management Office with billing/invoicing (When required)
  • Identify and cultivate sales opportunities within assigned Client accounts via strong client/partner relationships.
  • Collaborate with marketing to obtain NPS, client surveys, referrals, and feedback from assigned clients.
  • Support / Assist assigned Project Manager regarding new client Internal & External Kickoff.
  • Ensure internal Executive, VP, and Director Level stakeholders receive regular updates and reports to measure projects' performance and provide support/escalation in case of risks.
  • Process Compliance Oversight against Project Management Office, Delivery, and Internet Marketing Services developed by the respective department heads/leads, with guidance and direction by VP, Account Management, and other key executive management (where required).
  • Work closely with the finance department, when required.
  • Perform regularly assigned Client accounts and Kensium Project Team Check-Ins.
  • Bachelor's degree or higher (a plus), or relevant work experience.
  • 3 – 6 years of hands-on experience as an Account Manager, Key Account Manager, Sales Account Manager, or relevant role within the e-Commerce, ERP, Marketing, Digital, or Software Development space.
  • Prior experience in a fast-moving / innovative technology environment a plus.

Responsibilities - Other

  • Ensure internal Executive, VP, and Director Level stakeholders receive regular updates and reports to measure projects' performance and provide support/escalation in case of risks.
  • Process Compliance Oversight against Project Management Office, Delivery, and Internet Marketing Services developed by the respective department heads/leads, with guidance and direction by VP, Account Management, and other key executive management (where required).
  • Work closely with the finance department, when required.
  • Perform regularly assigned Client accounts and Kensium Project Team Check-Ins.

Education & Experience Requirements

  • Bachelor's degree or higher (a plus), or relevant work experience.
  • 3 – 6 years of hands-on experience as an Account Manager, Key Account Manager, Sales Account Manager, or relevant role within the e-Commerce, ERP, Marketing, Digital, or Software Development space.
  • Prior experience in a fast-moving / innovative technology environment a plus.

Qualifications

  • Excellent verbal and written communication skills to communicate ideas to clients and internal team members clearly and accurately.
    • I.e., Demonstrable ability to communicate, present, and create "Co-Value" with key stakeholders at all levels of an organization, including executive and C-level.
  • Experience delivering client-focused solutions related to customer needs.
  • Ability to get up to speed quickly on Client & Kensium industries, segments, technologies, best practices, consumer behavior, trends, core business, and platforms.
  • Exceptional analytical skills for analyzing client data, financials, and performance metrics.
  • Time management and multitasking skills to handle multiple tasks and clients at once
  • Above-average negotiation skills
  • Strong organizational skills while maintaining sharp attention to detail
  • Solid experience with CRM software (e.g., Salesforce, etc.) and Microsoft Office (particularly MS Excel, Word, and PowerPoint)

Personality Traits:

  • Strong analytical and problem-solving skills
  • Ability to think like a customer (see not their own, but the client's perspective)
  • Should be self-motivated and driven.
  • Ability to quickly identify challenges and provide solutions.
  • Able to effectively meet timelines, priorities, and needs.
  • Holds self to highest levels of professional code of conduct, ethics, and values, presenting accurate information at all times.
  • Comfortable wearing many different hats when called upon; flexible and comfortable with rapid change.
  • Ability to work odd hours from time-to-time, due to client needs. (Average 15%)
  • Ability to travel as needed (Less than 15%)