Details:

Reports to: Director of Client Success

Department: Customer Success

FLSA: Exempt

Your Impact:

The Client Success team is looking for a driven and detail oriented Client Success Manager. You will have responsibility for a number of assigned accounts, maintaining a single-minded focus to ensure clients are getting the most out of their 120Water investment. Collaboration with our customers is a primary responsibility, demonstrating comprehensive knowledge of the 120Water platform and service offerings. You will forge relationships with your customers, develop a deep understanding of their implementation and business processes, share best practices and serve as the main point of contact for the account, managing the customer’s expectations and communications through resolution.

The ideal person is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently. This position may travel to customer sites depending on the customer’s needs.

What You’ll Do:

• Manage a book of direct PWS clients to ensure adoption of the 120Water Solutions
• Create and manage healthy client relationships to drive renewals and upsells
• Align client goals and objectives to the compliance journey, be their advocate and help the adoption of technology to support them on this journey
• Create the strategy to increase the productivity of existing clients through strategic planning, process and training/enablement sessions
• Provide strategic client insight to help influence and drive product, marketing and educational efforts forward
• Build best in class relationships with clients and team to become their trusted advisor (including sales, pre-sales, marketing, consulting & executive levels)
• Leverage flexible attitude and team mentality to adapt with ongoing change within 120Water and client environments
• Demonstrate a clear understanding of client’s value drivers, economics & business models, and how they integrate with 120Water’s strategy and goals
• Establish short-term and long-term goals and performance metrics in line with company objectives
• Create a feedback loop to track and proactively identify gaps and challenges and seek opportunities to develop strategies to enhance the client experience
• Collaborate with peers across functions, including marketing, customer sales, and product development to ensure optimal support of client activity and to deliver front-line feedback
• Support ad hoc projects to streamline and automate key customer activities to enable operations at scale

What You Bring:

• 2+ years of experience with managing customer renewal and growth cycles
• Ability to understand customer challenges and proactively provide solutions
• Relationally focused to be able to develop and maintain strong connections
• Growth mindset for seeking and developing ways to expand relationships
• Ability to quickly discover challenges and provide solutions to customers
• Strong organizational skills
• Experience working in SaaS or IT services preferred

Benefits

• Unlimited PTO
• Company-wide performance bonuses
• Parental Leave
• Competitive healthcare plan
• Fully remote, hybrid, or office based position