To help continue our rapid growth and solve our clients’ toughest problems, we need an experienced and proven Client Success Manager to join the team. As a Client Success Manager you will be responsible for ensuring our clients thrive through the engagement(s) they have with KSMC, doing whatever it takes to deliver value and success. This will include acquiring mastery of the client’s business, technologies, and key resources across levels of the client organization. As a technology consulting firm, it is extremely important that all Client Success Manager have experience on complex technology projects and understand the kinds of complexities that exist on system transitions, data management projects, and product services. Primarily, the Client Success Manager will serve as the sole point of contact for their respective clients as both a trusted advisor and point of escalation when their most important initiatives call for it. Finally, it will also include helping ensure effective collaboration across all teams involved in achieving these goals. ResponsibilitiesManage delivery on a given project or client-site including:Understand the client’s business intimately, their organizational structure, KPIs/OKRs, strategies, technical capital, and human capital, financial considerations, etc.Act as a solution architect, seek to understand their current technological landscape including relevant software, hardware, technical debt, risk aversion, velocity and proclivity towards change, etc.Understand KSMC’s scope of work and its intended outcomes and overarching purpose for the businessPartner with the client by bringing them relevant, useful suggestions around people, processes and technology that complement the work we are already doingParticipate meaningfully in our team’s solution process regarding any of the following subjects and feel confident in your ability to represent, in an ongoing way, those ideas to senior leaders on behalf of the team:Data ManagementInfrastructureArchitectureData migrationProduct selectionSolution Road MapsPrivacySecurityImplementation approach; agile versus waterfall delivery methodologiesProcurement techniquesM&OSupport Project Managers on all escalation points around resourcing, solution design and implementation, budget, timeline, and costMentor, coach, and train others around our company on how to reflect these capabilitiesProvide check-ins around how all active projects are going on the account both formally and informallyBring solutions and ideas to the client or joining them in ideating about new, exciting opportunities to innovate their business and services/productsBe a confidential support to them on any challenging realities they face around people, processes or technology, with the intent of helping them overcome these challenges through creative techniquesStay attuned to the context surrounding the client’s industry and marketManage the internal portfolio finances including:Leading monthly meetings with the KSMC Finance team around accounting updates including the portfolio level roll up of projects, deliverables and invoicesEnsuring invoices are paid in contractually agreed time framesForecasting net new projects for the account, managing those ideas from inception through signed SOW and ensuring all proper parties are collaborated with through that processProviding clarity and recommendations managing any WIP in a given accountPerform Contract Management for the account including:Ensuring all active projects are aligned to contractsCreating and managing all contracts for services with assigned account(s) including managed service agreements (MSA), contracts, renewals, extensions and amendments Manage Client Capital including:Referral CaptureWhite Paper and content managementIP process proactive managementClient Need Forecasting:Product backlog enhancement ideation, Solution/technology innovation, cost savings, integrations, data products/services, process products/services, legislative consideration for the future, and competition velocity/quality reviewPartnering with Sales to build a strategy around what ought to come next for the client and how we might provide services/products/partners to support themParticipation as key lead on all business development activity for specific client. Including:Extensions, amendments, and new scope developmentRFP process lead including RFI responses, written responses, Q&A, orals, competition assessment, strategic partnerships (MBE,WBE,VBE), BAFO, and any other area (focused on how we continue to win)Loss retrospective and lessons learnedContract vehicle identificationSolution Excellence (pushing a partnership with sales to ensure the proposal is the best we can think of and aligned with what the client wants and needs)
