Client Success Manager (CSM)

Company: Enterprise Integration

Reports to: VP of Client Engagement

Job Status: Full-time / Salaried (40 hrs); Core hours 8am–5pm, Monday–Friday

Travel: As needed

On-Call Duty: As needed (subject to change)

About the Role

Enterprise Integration is looking for a Client Success Manager to maintain and nurture our assigned client base. The CSM will ensure client satisfaction, confirm that all work is delivered as promised, and help the company hit its financial goals while driving client and business growth.

Responsibilities

Responsibilities include, but are not limited to:

• Support client relationship management and overall client satisfaction.
• Support achieving targeted margins with each client.
• Work closely with the VP of Client Engagement, consulting and coordinating on all contracted services and additional Statements of Work (SOWs) to ensure service delivery and margin attainment.
• Support the development and execution of client Account Plans, including the relationships required, opportunities to pursue, expected revenue from those opportunities, and potential threats or weaknesses that need to be addressed.
• Demonstrate a clear understanding of each client's business, organization, and culture, and the compelling reasons to continue the relationship.
• Devise and articulate a unique, compelling value proposition so client decision-makers clearly understand the short- and long-term business and financial value of their relationship with Enterprise Integration.
• Proactively work with clients and internal teams to identify client business objectives, priorities, direction, and critical success factors, and apply that knowledge to establish and implement an Account Strategy.
• Leverage internal resources (CTO, Practice Managers, CIO, etc.) to develop additional value propositions for clients.
• Communicate proactively with assigned clients, including weekly calls and responding to escalations.
• Communicate proactively with Enterprise Integration personnel, including participating in weekly internal calls.
• Review weekly, monthly, and quarterly metrics to ensure the team is meeting SLAs.

Requirements

Education

• High School Diploma required.
• Associate's or Bachelor's Degree in Business or a related field preferred.

Experience

• 10+ years of progressive professional experience.
• 5+ years within a managed services industry business.
• 5+ years in program management or operational management.
• 5+ years managing in a complex, politically charged environment.

Other Qualifications

• Strong creative and analytical skills; proficiency with Excel and analytics tools required.
• Excellent written and verbal communication skills.
• Strong organizational and project management skills, with the ability to multitask in a fast-paced environment.
• Highly motivated, self-directed, and able to take initiative and work independently.
• Comfortable managing multiple deadlines and shifting priorities.
• Strong attention to detail.
• Strong interpersonal skills and good organizational fit with the broader team.
• Internet-savvy with solid general computer skills.
• Reliable attendance required.

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Enterprise Integration is an equal opportunity employer.