Insight222 ยท 2 months ago
Client Success Manager - People Analytics (Midwest or East Coast, Remote)
United States
Full-time
Remote
Mid Level
$100K/yr - $120K/yrInsight222 is a specialist global professional services firm recognized for its expertise in people analytics. The Client Success Manager will be responsible for managing client relationships, ensuring clients derive value from the People Analytics Program, and facilitating effective communication and engagement within the client community.
AnalyticsConsultingProfessional Networking
Responsibilities
Serve as a point of contact to help clients navigate resources, answer questions, and connect them with the right Subject Matter Experts (SMEs) and/or other teams for specific support needs
Develop and maintain positive relationships with a large number of clients across in person and digital touchpoints
Manage commercial aspects of each client relationship, ensuring the client receives value, and identify and drive renewal and upsell opportunities
Consult with clients on current projects and challenges they are facing leveraging People Analytics knowledge and background to facilitate meaningful conversations
Help new clients through the initial setup and integration process to ensure successful onboarding
Provide basic training and guidance on all Insight222 product and services, particularly the People Analytics Program elements, and how to access and use all aspects of the offering
Respond to client enquiries and resolving basic issues with a focus on efficiently managing a high volume of client inquiries and requests using multiple touchpoints. Be prepared to also use in-person/email/virtual where needed
Implement strategies for personalised communication within a high-volume environment using templates, portal or HubSpot effectively
Cultivate an active, welcoming, and value-driven client community within the portal by encouraging discussions, responding to client queries, and sparking conversations around relevant topics
Develop and implement strategies for proactive client engagement
Maintain regular communication to ensure client satisfaction
Gather and document client feedback
Leverage portal analytics to identify clients needing proactive support
Identify and distribute targeted content to address common client needs in conjunction with the product and/or marketing team
Work alongside product/marketing teams to organise and promote virtual events and workshops for the community, including product training sessions, webinars, podcast launches and potential roundtable discussions. Come up with ideas for other activities/events to drive engagement amongst clients
Track client portfolio metrics and engagement to measure success and identify areas for improvement. Provide regular reports to key stakeholders on client health and engagement trends
Assist in tracking client usage and engagement metrics
Contribute to reports on client satisfaction and progress
Implement effective time management strategies to handle a high volume of client interactions
Use portal features and tools to organise and prioritise tasks
Gather and analyse client feedback to understand their needs, challenges, and suggestions
Share insights with the product and marketing teams to inform product development, client support, and marketing strategies
Assist clients with troubleshooting common problems
Create clear pathways for escalating complex client issues, while efficiently handling the majority of issues themselves
Track flagged or escalated issues and ensure clients receive updates/resolution
Track and document support interactions
Work closely with sales, other client success managers, SMEs, marketing and product teams to ensure a seamless client experience
Qualification
Required
People Analytics background and knowledge
Stakeholder management skills
Strategic business skills
Client service skills
Strong aptitude for learning
Experience working on a People Analytics team
Strong consultative skills
Proven ability to manage a large volume of communications efficiently
Exceptional time management and organisational skills
Ability to prioritise tasks and meet deadlines in a high-volume environment
Preferred
Digital community management experience
Benefits
Personal development and competitive salaries
Generous vacation policy and several company holidays throughout the year
Participation in our 401k program
Health Reimbursement Arrangement (HRA) for employee-obtained medical and dental insurance
Company
Insight222
Insight222 is a people analytics program that provides learning, consulting, and networking solutions.
Founded in 2017
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase