Client Success Manager

Making your next move count

At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. Teamwork and transparent communication are the hallmark of this company. The focus is on high-performance, high customer service, and delivery standards. Openforce is a well-established company with an excellent reputation in our industry and with a ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention.

Job Purpose

The Client Success Manager team at Openforce advises and guides a wide variety of key enterprise clients and is responsible for fostering and maintaining client loyalty and driving expansion revenue. The team builds long-term strategic relationships with its assigned book of business and ensures clients continuously gain business value from Openforce across the customer lifecycle.

General Summary

Openforce is an industry leader in enterprise software as a service (SaaS). Passion, excellence, respect, accountability and having fun are just the beginning, we believe that our culture is at the core part of what makes us successful. We are seeking an experienced Client Success Manager to join our team. As a Client Success Manager, you will be responsible for an in-depth understanding of the client's business environment and needs, identifying and closing expansion revenue opportunities, helping clients get the most out of Openforce, and increasing revenue by being the primary account contact for new products or services. This role requires keen problem-solving skills, the ability to work effectively in cross-functional teams, excellent communication skills, attention to detail, and initiative.

If you are a high-energy and intelligent individual that wants to make a mark and is passionate about the success of the client business relationship, we are looking for you to join us.

Job Duties

The Client Success Manager strives to accomplish the following:

• Work closely with our enterprise clients to understand how they work, their business challenges, and strategic goals; and mentor them on full utilization of the Openforce ecosystem

• Establish, develop, foster, and enhance existing client relationships across all Openforce products and services

• Prioritize the client experience and work collaboratively across teams, including very closely with counterparts in operations, to ensure that clients’ needs are met and complex concerns are resolved

• Drive new sales opportunities from existing clients by upselling and cross-selling Openforce’s suite of solutions

• Develop strategic account plans, prepare written sales proposals and make formal sales presentations addressing client business needs

• Effectively and consistently communicate with internal implementation, support and product teams and the client on any new requirements or potential issues impacting the success of the client relationship.

• Play a large role in gathering product feedback and identify new ways we can add value to the client and address their needs

• Analyze client performance on a set cadence utilizing data and metrics to ensure that Openforce is meeting the desired business outcomes of assigned clients

• May visit key client operational locations to make sure Openforce understands our clients’ business.

• Provide support and feedback to the Director of Customer Success and partner with others on the success team to implement best practices

• Be the face of Openforce to our clients, work to grow the relationship with each account assigned annually, and drive client satisfaction

• Review, coordinate, and support contract negotiations with clients

• Contribute to our library of customer success assets (customer references, case studies, presentations) and update client records in Salesforce, Confluence and other systems as needed

• Perform other account managerial duties as required

Key Competencies and Skills

• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, and sequential approach.

• Industry Expertise: Client Success Managers know the client’s industry inside and out and are viewed by the client as a thought leader and valued strategic resource.

• Business Acumen: Client Success Managers understand the way that businesses operate.

• Technical Expertise: Technical experts know Openforce’s products and services inside and out and can apply the right ones to the right situations.

• Results Driven: The Client Success Manager leads the charge for maximizing business inside the “market” of the account. Their focus should be on growth and they are impatient to push things forward. The Client Success Manager should have a fire to remove all barriers that stand in the way of growing revenue on the account.

• Innovation: The Client Success Manager sees ways to increase value delivered to the account that others often don’t. The Client Success Manager is often an internal advocate for the breakthrough change Openforce can create for clients and the value Openforce can co-create with clients. Client Success Managers synthesize information and can communicate the big picture to executive-level clients.

• Project Management: The Client Success Manager organizes the process of growing revenue and maintaining loyalty at the account. They organize the plan and the team and, essentially, make sure everything gets done.

Education and Other Requirements

• Bachelor's degree or equivalent directly related experience

• 3-5 years of SaaS (software as a service) account management, client/customer success or direct sales experience; Experience with insurance products a plus

• Analytical and proficient at managing complex sales cycles

• Knowledge of Client Success practice and principles

• Problem solver well versed in establishing programs and processes

• Excellent collaboration and teamwork skills

• Highly organized, focused and results driven to meet both deadlines and expectations

This is an exempt/salary position that reports to the Director of Client Success.

During busy periods, the employer may require employees to work extended hours.

The Perks

• Continued training and career development

• Full Benefits Package including: Medical, dental, vision and 401k, plus match

• Vacation and Holiday Pay

• Mostly remote work with a casual dress code and creative office environment

Job Type: Exempt, Full Time

Salary: DOE

Travel: Up to 10%

Passion, excellence, respect, accountability and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful. We are looking for someone who understands good culture and will help shape it as it evolves.