TouchPoint Software · 1 day ago
Client Success Manager I
Not Specified, United States
Full-time
Hybrid
Entry, Mid Level
2+ years expTouchPoint Software is a leading provider of integrated information and payment management solutions. The Client Success Manager is responsible for developing relationships with clients to maximize satisfaction and responsiveness, ensuring the delivery of services and identifying opportunities for additional offerings.
ComputerSoftware
Responsibilities
Creates and executes business development strategies for assigned clients focusing on expanding business relationships and increasing revenue from existing clients. Coordinates with sales and marketing teams by:
Identifying high level customer contacts and key decision makers
Forming plans that create awareness of additional solutions as well as other Cass vertical solutions
Engaging clients to ensure a high level of Cass services and capability awareness with the client base
Participating in potential marketing campaigns for the existing client base
Leveraging/Coordinating with senior members of the team with regards to Cass processes, techniques, and strategies for developing and executing client upsell opportunities
Manages the relationship between the business unit and assigned clients by:
Visiting in-person and virtually on a scheduled basis with assigned clients utilizing professional presentation documentation prepared in advance
Alerting leadership of any changes or potential changes in the relationship with clients
Utilizing Salesforce.com (or other client relationship management solution) to monitor, report, and manage client engagements, SLA’s, XLA’s, issues, action items, opportunities, and organizational structures
Delivering valuable reporting with respect to client relations communications and meeting frequencies
Ensuring client changes and problems are prioritized appropriately
Communicating and coordinating client statements of work including escalation clauses and renewal to ensure realization of revenue adjustments occur as scheduled
Executes documented client relationship governance process that engages all levels within the business unit’s client base including:
Operational meetings with client day-to-day contacts to ensure processing performance
Monthly action log reviews with first line client management to ensure bi-directional focus on relevant tasks
May participate in quarterly/semi-annual reviews with senior client management to ensure Cass value proposition messaging and positive client experience
Creates positive relationships and partnership with other operational department team members focused on optimizing divisional efficiencies, priorities related to client delivery, and client satisfaction
Communicates Cass’s technology advances, future roadmap vision, operational changes, and other information on a timely basis to assist assigned clients in understanding how these advances and future plans lead to the success of their stated objectives
Other duties as required or assigned
Qualification
Required
Experience working with a team and accomplishing objectives through the efforts of others
Proven ability to be a high achiever that strives to set and meet difficult targets
Enthusiastic and professional demeanor exhibiting a high-level of honesty and sincerity in interacting with clients so that a trusting relationship can be formed
Effective communication skills including excellent listening skills and the ability to communicate professionally with all levels of Cass and client staff both verbally and in writing
Able to motivate others and create a positive work environment where others feel comfortable discussing issues and concerns
Able to work independently with little or no supervision
Ability to travel occasionally
Intermediate experience utilizing Microsoft applications, specifically Excel and PowerPoint
Bachelor's degree in business administration, marketing, accounting or equivalent experience
2+ years of combined experience in client relations, sales, and management in a business which provides business to business services to a broad range of clients
Preferred
Experience utilizing Salesforce preferred
Company
TouchPoint Software
TouchPoint Software is a church management system offering membership management, giving, registrations, attendance, check-in, and more.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2017-02-01Acquired
Company data provided by crunchbase