Smithbucklin · 3 hours ago
Senior Manager, Client Success (IT Services)
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$120K/yr - $150K/yr
8+ years expSmithbucklin is a professional services company serving the association market for over 70 years. They are seeking a Senior Manager, Client Success (IT Services) to lead the technical architecture for client portfolios, ensuring alignment with business strategies and overseeing a team of Client Managers to enhance client satisfaction and drive revenue growth.
EventsNon Profit
No H1B
Responsibilities
Acts as a trusted technology advisor to client organizations and client networks, promoting each client's technology roadmap objectives and tactics while maintaining alignment to Association Management strategic roadmaps
Builds and leverages feedback loops among their direct reports (client managers), Executive Directors and client staff, ITS product management, and service units to achieve strategic roadmap milestones, make timely technology strategy pivots, and maintain excellent overall client satisfaction
Achieve and exceed financial targets, including portfolio budget management and revenue growth, while maintaining profitability and cost management
Ensures overall client satisfaction of the portfolio assigned
Oversee a team of Client Managers assigned to represent the portfolio identified for this management role
Regularly reviews portfolio and client organization performance metrics and client satisfaction with senior management to optimize organization performance
Provides timely reporting and actionable insights on organization-related issues, and works with leadership to resolve outstanding challenges
Continuously elevate the performance of the client management team by recruiting, onboarding, developing, and retaining top talent
Oversee the success of the projects by taking ownership of deliverables delegating other tasks as necessary
Create positive team spirit both within the internal team and with the client organization by providing innovative management and leadership while encouraging cooperation and communication
Assist management with special assignments, such as evaluating vendors, reviewing proposals, or other responsibilities as requested
Embrace a 100% client interface role with complete ownership and accountability for all client technology related needs
Qualification
Required
8+ years of professional experience, to include experience in a relevant technical client-facing role
Outstanding interpersonal, communication, and presentation skills, with the ability to influence and build trust at all organizational levels
Collaborative and results-driven, with a passion for delivering exceptional client experiences
Must be a self-motivated team player with a positive attitude
Strong business acumen with a deep understanding of technology strategy, SaaS models, and association industry trends
You have coached and directed a team of individuals overseeing multiple clients and/or projects
You exhibit strong proficiency with cloud-based technologies, to include practical experience/knowledge of website architecture, web applications and how they interact with databases, and the latest trends in web applications
You maintain the skills to manage and oversee working budgets
You possess strong interpersonal, written/verbal communication, and presentation skills
You possess practical experience in writing requirements documents, use cases, process diagrams, flow charts, design documents, system support documents and user manuals
You have excellent business/system process skills, exceptional analytical and problem-solving skills, and be able to clearly articulate solutions to end users
You have a successful history of working on multiple projects simultaneously and meeting projects deadlines on time and on or under budget
You have the ability for minimal travel (approximately 5%)
Preferred
8-15+ years' experience in customer success, account management, sales, strategic consulting or related field
Exceptional leadership skills, including the ability to inspire, develop, and lead high-performing teams
Knowledge, usage and/or management of Association Management Systems (AMS) or CRM is a plus
Practical experience/understanding of membership database systems and their database architectures
Strong analytical mindset with a focus on using data to inform decisions and drive performance
Trade or professional association experience
Benefits
Hybrid environment offers you the option of working from home two days per week
Standard 40-hour week, with the possibility of additional hours based on project deadlines
100 percent employee-owned company
Company
Smithbucklin
For 75 years, Smithbucklin has been a trusted steward for our association, society, and community partners, deeply vested in each one’s purpose, goals, values, and long-term success.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Matt Sanderson
President & CEO
Company data provided by crunchbase