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SalaryLocation:REMOTEin AR, AZ, CO, FL, GA, IA, MD, MO, NC, NE, NV, OH, PA, TN, TX, UT, VA, and WA.
About Arbinger:
The Arbinger Institute is a fast-growing leadership development and culture transformation organization. We help leaders, teams, and organizations create people-centric cultures that drive exceptional organizational results. Through an innovative process of training, coaching, and consulting, we help people adopt an outward mindset which is integral to accelerating performance, creating genuine inclusivity, and ensuring sustainable change. We work with thousands of organizations of all sizes across a broad spectrum of industries, including manufacturing, technology, non-profits, healthcare, law enforcement, finance, and the federal government.
The Arbinger Institute was founded over 40 years ago. Arbinger is an equal opportunity employer committed to diversity and inclusion in the workplace. Arbinger has been named a Top Workplace by the Salt Lake Tribune for three years running (2020-22) and is a 2022 and 2023 recipient of the HIRE Vets Medallion Award for our commitment to hire, develop, and retain our United States veterans.
The Position:
The Client Success Manager III plays a pivotal role in serving both new and existing clients within the small and large business market, with a primary focus on ensuring exemplary customer satisfaction and managing client relationships. Your responsibilities encompass the creation of comprehensive Success Plans, guiding clients on their journey toward Cultural Transformation, and strategically aligning efforts with gross profit targets. This role will take ownership of key relationships, engaging with client contacts, champions, and facilitators to foster strong and enduring partnerships. You'll be instrumental in driving Client Success in our Federal Agencies practice area and elevating overall satisfaction through tailored strategies and effective communication.
Roles and Responsibilities:
- Perform regular self-assessments using Arbinger’s 3A+ assessment tool to gauge and enhance individual performance impact.
- Monitor and evaluate progress towards quarterly target achievement, submitting regular status reports to keep stakeholders informed of key metrics and outcomes.
- Assist senior client leaders in understanding the strategic opportunities and impact of Arbinger courses as part of a broader organizational strategy.
- Develop comprehensive sales materials, including proposals, slides, and analyses, to effectively communicate the value proposition of Arbinger products and services.
- Take a leadership role in defining and implementing the overall Client Success strategy, actively participating in meetings, fostering effective communication, and contributing insights to relevant Practice Area Pods and Client Success Managers within the designated Practice Area.
- Mentor and guide Client Success Manager IIs, ensuring their professional growth and development within the organization.
- Proactively respond to customer requests, ensuring a high level of responsiveness and satisfaction.
- Stay abreast of industry trends, best practices, and competitor activities, proposing improvements to continuously enhance the effectiveness of the Client Success program.
- Perform other related duties as assigned.
Required Capabilities:
- Demonstrated expertise in organizational management, showcasing exceptional multitasking abilities, keen attention to detail, and a commitment to meeting deadlines.
- Outstanding proficiency in negotiation and consultative sales, ensuring effective and strategic business engagements.
- Ability to consistently achieve a quarterly and annual gross profit target as defined by leadership.
- Leadership and management skills, fostering a collaborative and high-performing team environment.
- Robust analytical and problem-solving capabilities, enabling the identification and resolution of complex challenges.
- Clear and effective communication skills, facilitating seamless interaction with team members, clients, and stakeholders.
- Unparalleled commitment to providing exceptional customer service, ensuring client satisfaction and loyalty.
Preferred Capabilities:
- Comprehensive understanding of Arbinger tools and publications.
- Knowledgeable in the use of Project Management software such as Asana, Trello, Basecamp, etc.
- Familiarity with customer relationship management tools (ex: SalesForce).
- Expertise through successful roles as an account manager/executive.
Education and Experience:
- Bachelor’s degree preferred.
- 4+ years of professional experience in Customer Success, Account Management, or Project Management roles required.
- Experience working in or with the federal government preferred.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Occasional travel may be required.
Salary: $100,000 per year with $25,000 variable compensation
Arbinger Benefits:
- Leadership Training
- DEIA Workshops
- Health Benefits
- Health Savings Account (HSA)
- 401K Plan
- Accident Coverage
- Critical Illness Coverage
- Disability Coverage
- Life Insurance
- Paid Time Off (PTO)
- Paid Parental Leave
- Discounted Gym Memberships
- Pet Insurance
- Comprehensive Employee Assistance Program
- Birthday and Anniversary celebrations
- 11 Company Paid Holidays
- Company Paid Veterans Day off for all Veterans
- Note: the job description is not meant to cover all responsibilities but only provides an overview of the role.
** Arbinger is an equal-opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.
