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Customer Success Manager

SSB BART Group (SSB) helps companies design and enhance their digital systems - including web sites, web applications, software, hardware, and services - so they are usable by people with disabilities. In the same way that buildings must conform to the Americans with Disabilities Act (ADA), modern web sites and applications must be accessible to people with disabilities or face legal liability. SSB allows organizations to address these risks and provide equal access through software, training, and consulting solutions. As a company we seek to both do well financially and create a world where all users have access to digital systems.

Overview

The Customer Success Manager will lead post-sale strategic account management and delivery management for our suite of consulting and SaaS offerings. Working with Fortune 500 companies and key brands from around the world, your primary focus will be driving the retention, and growth of your assigned customer base. The Manager builds strong and productive relationships with customers, maps out and facilitates successful implementation, and clearly demonstrates the impact of SSB BART Group's products and services. The right candidate is likely to be a proven account manager with a track record of building strong, scalable customer engagements across a diverse set of channels, products, and licensing models. This leader will know how to work with all parties to deploy solutions that delight customers, improve brand loyalty, and can scale within a rapidly growing business.

Roles and Responsibilities

The Manager will define success metrics, and will facilitate development of scalable account health-based full lifecycle management. Operationally this includes oversight of a wide mix of projects including service level agreement governed ongoing engagements, fixed scope projects, business process consulting projects and a variety of training services.

  • Account and Program Management – Develop and implement strategic plans to sustainably grow the account
    • Own and manage all aspects of the customer revenue lifecycle including on-boarding, support, professional services, adoption, retention, renewals and up-selling to create unified customer experience
    • Expand lifetime value via higher solution adoption and overall client health scores
    • Work with the sales team to expand revenue in accounts through cross-selling and up-selling
    • Develop and maintain 95%+ customer retention rate
    • Identify implementation KPIs and track customer success efforts
    • Work with SSB Project Management team to ensure day to day delivery of projects is occurring
    • Grow and evolve the customer lifecycle management methodology – helping our customers grow and mature in their digital accessibility activities over time
    • Anticipate customer needs and adapt project plans in order to achieve mutually beneficial long-term objectives and goals
  • Usage stimulation – Define and monitor usage and engagement metrics, building and executing plans to drive deep integration of SaaS products
    • Establish and communicate service standards for customer satisfaction
    • Prioritize and drive resolution on escalated customer issues
    • Work with the sales and product teams to develop and execute strategies for increasing renewal rates while reducing churn
  • On-going Client Support – Sustain momentum and satisfaction with all aspects of the partnership
    • Create a customer-centric culture including accountability and ownership in all areas and levels of the company
    • Work collaboratively and influence other departments to promote customer satisfaction and ongoing product and sales success
    • Create strategy for greater utilization and higher value add for clients, leading to upselling and cross-selling
    • Resolve difficult client situations with skill, leading to positive and balanced results
  • Relationship Management – Identify key stakeholders and build deep and productive relationships
    • Spearhead on-boarding of new clients; create smooth handoffs through process
    • Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services to strengthen their adoption of our solutions and ensure contract renewal
    • Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction

Qualifications

  • Eight or more years working in an account management, implementation or technical consulting role
  • BS required, Masters degree or equivalent experience preferred
  • Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies ranging from technical resources and senior level executives
  • Demonstrated ability to work with sales teams to grow and develop accounts
  • Deep understanding of value drivers in annual recurring revenue (ARR) business models and experience with subscription based, renewal license models
  • Demonstrated ability to grow and develop business for enterprise-targeted B2B consulting products
  • Excellent organization, project management, time management, and communication skills
  • Experience working with customers in regulated industries and working with internal GRC and Legal teams
  • Ability to quickly grasp and concisely explain technological and business concepts
  • Ability to lead cross function business and technical teams to provide timely issue resolution
  • Metrics driven, analytical and process-oriented mindset
  • Experience with web based technologies including HTML, CSS, JavaScript, Flash and PDF is a plus
  • Familiarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processes is a plus
  • Experience working with assistive technologies and work in digital accessibility is a plus

Application Process

Salary is commensurate with experience. This is a full-time, salaried position with a competitive benefits package. It is being offered in the Vienna, VA office. For immediate consideration please submit your resume and cover letter.

SSB BART Group is committed to workforce diversity. Equal Opportunity Employer. Copyright 2017, SSB BART Group. All rights reserved.

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