Job Title: Strategic Client Success Manager

Reports to: Director of Client Experience and State Programs

Department: Client Success into Revenue

Your Impact:

120Water is seeking a dynamic and determined Strategic CSM to lead, manage, and support a portfolio of strategic municipal and water utility clients through their onboarding and continued use of 120Water products to manage their Compliance Journey. This individual will deliver the highest level of customer service while documenting activity in our CRM. They will work to establish mutual success criteria through onboarding and hold clients accountable to the tasks required to lead, manage, and support them in achieving long-term success metrics. They will project manage the assigned services team members, support, direct clients and licensed clients, leading them through our proven program compliance playbooks, including: solution implementation, onboarding, training, ongoing strategy and project management of programs such as: inventory planning & management, material validation, compliance sampling, asset replacements, and reporting. The CSM will proactively look for opportunities to further educate customers to drive usage of our products and technology, create value-alignment and ultimately deliver scalable and successful client solutions.

A successful candidate will be devoted to programmatic details, workflows, and best practices. They will have experience navigating the complexities of enterprise relationships, an understanding of SaaS technology implementations to ensure data normalization and integration of systems across client environments, and experience training to secure adoption of a new technology in a client environment. They will be expected to make decisions that best serve our Strategic sector, and escalate opportunities for further product enhancements to support the segment. This candidate should be the 120Water expert for their sector, and take initiative to find resolutions and resources to improve on and continue to build out the States sector.

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.

Roles & Responsibilities:

• Lead and manage delivery for their portfolio of client accounts
• Maintain activity within HubSpot to ensure visibility into client health and overall account status
• Support the growth and maintenance of playbooks and workflows to efficiently manage strategic clients

• Lead technical implementation and liaise between direct client, internal and external resources
• Lead implementation of new clients to ensure adoption and success with the 120Water platform
• Advocate for and provide guidance for the continuing evolution of our software platform to the Product & Engineering team through tickets, enablement and enhancement requests to better support the needs of our clients
• Assist in reporting and data analytics of client portfolio as needed
• Properly escalate client issues and risks
• Celebrate client successes and wins
• Build best in class relationships with clients to be a trusted source and reference for clients
• Exude a flexible attitude and team mentality to adapt with ongoing change within 120Water and client environments
• Manage short-term and long-term goals and performance metrics in line with corporate objectives
• Create a feedback loop to track and proactively identify gaps, challenges and seek opportunities to develop strategies to enhance the client lifecycle and support processes
• Support ad hoc projects to streamline and automate key customer activities to enable operations at scale Embody 120Water’s cultural values and lead by example
  

What You Bring:

• 4+ years of relevant project and program management work experience in Strategic Software Implementation, Client Success and/or experience in the water/environmental industry/sector
• Deep understanding of SaaS Technology Implementation and experience navigating complex enterprise relationships
• Experience leading the development and standardization of training resources, playbooks, and other resource material, to support the performance of day-to-day functions and to onboarding of direct and licensed clients
• 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