Senior Client Manager
Concord, MA
Customer Success – Client Manager /
Full time /
Hybrid
As devices and networks propel the future of work, Sakon is driving the associated process automation next wave. Sakon’s Cloud Applications combined with the most seasoned team of telecom service practitioners has enabled 100’s of the largest enterprises all over the world to Understand, Manage and Transform their device and communication service estates.
We're building a new category of enterprise software in massive markets that needs continuous innovation. Sakon has led the way, with cloud platforms that workflow every technology related device, asset, service, and payment process, enabling the connected worker while maximizing the price to performance of enterprise networks.
Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
We are looking for a driven and results-oriented team-player to join an entrepreneurial product company and an innovation focused team of problem-solvers. The successful candidate will be someone who will have ownership of assigned accounts to become a trusted advisor and ensure client satisfaction thru high levels of product adoption, and achievement of outcomes (be it client program goals or the internal key account planning). He or she will be responsible for lifecycle management, contributing to renewal/up-sell efforts and achievement of retention goals. The successful candidate will be respectfully relentless in focusing a diverse team to deliver the necessary deliverables on time.
About the Role:
- Serve as the primary point of contact post on-boarding. You will assume overall customer adoption responsibility and act as a mentor and product expert toward your customers.
- Drive account planning processes and ensure documentation of all program outcomes. Monitor risks and customers’ needs based on client environment changes.
- Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are utilizing the solution to achieve business goals and objectives.
- Drive new up-sales and change management processes within your customer portfolio by collaborating with internal teams.
- Conduct periodic customer health-checks. Present health reports and performance reports to customers based on service level agreements. In addition, conduct Executive Business Reviews to account program sponsors and lead discussions around building value, best practices compliance and recommendations to improve.
- Identify renewal risk and collaborate with internal teams to re-mediate and ensure a successful renewal.
- Act as the voice of the customer to collect feedback, engage internal resources to fix any issues or expectations gaps. Prepare and educate customers on new features and releases.
Skills and Experience:
- Ability to plan and manage multiple customers throughout the customer lifecycle
- Exhibits confidence and a deep understanding of emerging industry best practices when solving business problems
- Ability to identify critical issues with ease
- Communicates with internal and external customers and all levels of management
- Effectively communicate technical information to non-technical audiences
- Ability to deliver informative, well-organized presentations
- Understands how to communicate difficult/sensitive information considerately
- Manages client expectations effectively
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
