Client Success Manager

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

TownSq is seeking an energetic, customer-focused Client Success Manager to join our company. This role is the primary point of contact for our clients, ensuring their ongoing satisfaction and success with our products. This role focuses on building trust and loyalty with the client to ensure long-term retention by presenting product information, addressing client pain points and providing operational recommendations utilizing TownSq products. You will collaborate with cross-functional teams to ensure clients achieve the desired outcomes, ultimately contributing to customer retention, upsell opportunities and overall company growth.

Client Relationship Management

• Act as the main point of contact for clients, providing support and guidance throughout the customer journey
• Build and maintain strong relationships with clients to foster trust, loyalty and satisfaction
• Understand client needs, goals and challenges, and proactively address issues or concerns
• Evaluate client business process efficiency and design solutions to address gaps and present recommendations accordingly
• Enhance client education by creating, scheduling and conducting training sessions
• Independently and successfully manage a high volume of account related tasks, including, but not limited to: contract management, activity related logs in the customer book of record, support case escalations, e-mail and phone communication, meetings, education and engagement
• Interact with current and potential clients at in-person events to form long-lasting relationships
  
  

Revenue Generation

• Identify and capitalize on opportunities to upsell products and features that align with client needs
• Responsible for managing and processing contract renewals for clients, ensuring that all renewal activities are executed efficiently and in compliance with company policies and procedures
  
  

Collaboration

• Partner with cross-functional teams, including sales, product management, customer success and HR to ensure client needs are met and to provide feedback on client experiences and product improvements
• Advocate for the client’s needs internally, ensuring they receive the best possible experience with our products
• Conduct live training sessions, both virtual and in-person, for clients and employees to ensure effective knowledge and/or skill transfer
• Display commitment to continuous improvement of business, customer, and team member environments, to include active participation in training and educational needs
  
  

Skills & Competencies

• Strong understanding of SaaS product ecosystems and the ability to translate technical concepts into user-friendly delivery
• Strong written and verbal communication skills, with the ability to explain complex concepts clearly
• Analytical mindset with strong problem solving skills and ability to handle challenging situations with professionalism
• High emotional intelligence and strong interpersonal skills to build relationships with diverse stakeholders
• Ability to lead initiatives with minimal guidance
• Highly organized and detail-oriented, with the ability to manage multiple clients and priorities simultaneously
• Excellent grasp on technology; excited about learning new technology
• Positive attitude, proactive and solution-oriented
• Ability to work both independently and in a team setting
• Flexible, adaptable, and thrives in a fast-paced, ever changing business environment
• Ability to professionally communicate both internally and externally with individuals at all levels of an organization, including senior leadership
• Ability to handle confidential information, demonstrating high levels of trustworthiness and integrity
• Excellent MS Office skills (Word, PowerPoint, Excel, & Outlook)
  
  

Requirements

• Bachelor’s degree in Business Administration, IT or other related field (or equivalent work experience)
• Minimum of 3 years experience in a client-facing role, ideally in a customer success, account management or sales capacity
• Experience working in a SaaS or technology-driven company
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.