View Our Website View All Jobs

Client Success Manager

WeGoLook’s growth is roadrunner fast, and we’d love for you to be a big part of it by joining our team in Oklahoma City. We are looking for a Client Success Manager who has excellent interpersonal skills, can effectively communicate over a range of platforms (including ticketing systems), and is excited to work in the technology industry and has a passion for customer service. Our client base is growing at record pace and we need members of our Customer Success team to help optimize the customer experience and utilization of WeGoLook and our full capabilities.

Summary

Our Client Success Manager is responsible for the on-going satisfaction and partnership of mid-market and enterprise customers within both existing and prospective client base. This position will serve as the partner and advocate for customers to ensure the highest levels of on-going retention and satisfaction, as well as identifying upsell opportunities and opportunities for increased utilization and adoption of WeGoLook services. Client Success Managers will develop and maintain strong relationships, with both internal partners (business developers, account managers, project coordinators) and clients.

Essential Functions

  • ​Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction, utilization, and retention levels.
  • Identify and execute business strategy for assigned client segment. Work cross-functionally to execute on individual client strategies. Identify opportunities for adding greater value.
  • Identify opportunities for additional avenues of customer growth by proactively contacting clients on a weekly basis and developing strong relationships and professional rapport.
  • Establish and spearhead quarterly review conference calls with entire client base.
  • Be the voice of the customer to help leadership understand product concerns, shortcomings, and missing features that are growth and retention risks.
  • Identify and implement specific growth and improvement strategies to increase utilization and adoption for overall client portfolio.
  • Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions. 
  • Identify and implement improvements to processes, documents, tools, reports, etc. to benefit team and internal/external clients.
  • Identify and execute business strategies that contribute to the success of the key metrics of the position – retention, upselling, increased utilization/adoption, contractual compliance and opportunities for expansion.
  • Be aware of, and comply with, all corporate, customer, and contractor “Looker” policies.
  • Other duties/special projects as assigned


Competencies

  • Ability to analyze a situation, define key objectives, and recommend and implement strategies and action plans.
  • Business Acumen/Strategic Business Perspective – demonstrates business/marketplace knowledge (policies, practices, trends, etc.)
  • Client Value Creation – demonstrates concern for meeting internal and external clients’ needs in a manner that provides satisfaction and excellent results for the client
  • Influence – uses appropriate interpersonal styles and methods to influence internal and external clients
  • Interpersonal – builds and maintains trusting relationships with associates and clients
  • Must possess a client-focused attitude with the ability to act as a client advocate when escalating and resolving issues.
  • Proven ability to engage and interact with internal teams to resolve client issues.
  • Planning and project management capabilities.
  • Ability to give presentations in person and via web.

Position Type and Expected Hours of Work

  • Full time position
  • Moderate travel may be required

Required Education and Experience

  • BA/BS degree or equivalent experience.
  • Minimum 2-3 years’ experience in client service capacity with high level of interaction with internal/external clients and partners.
  • General understanding of business, CRM systems and organizational decision-making.
  • Strong written and verbal communication skills.
  • Software/Technology industry experience preferred.
  • Experience with Insurance, Finance, and/or Automotive industries a plus.
  • Advanced Microsoft Office skills.
  • Knowledge of Salesforce, Zendesk, and Wrike a plus.

 

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

150
To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Veteran/Disability status