SilkRoad Technology is the world’s leader in strategic onboarding for global workforce readiness and transformation. We help organizations prepare their people for change by designing intentional, personalized journeys to increase retention and maximize agility throughout their careers. SilkRoad combines our leading strategic onboarding capabilities with world-class consulting services to deliver highly scalable, personalized experiences that engage employees and drive long-term business performance such as productivity, profitability, growth and agility.
Our team is seeking a CLIENT SUCCESS MANAGER (CSM) to serve as the trusted advisor for building client relationships, providing innovative solutions and empowering clients to fulfill their goals. The CSM is responsible for delivering outcomes and value which exceed client expectations and result in a higher rate of product adoption and increased client lifetime value. The CSM serves as the client advocate ensuring realization of greater business value, and partners with the sales team to drive client retention.
Your contributions to SilkRoad will include:
- Understanding client’s objectives and use cases, becoming a trusted advisor to assist them in building a success plan and challenging clients to think in new and creative ways that enable them to maximize value.
- Delivering an exceptional client experience maturing client relationships to loyalty and advocacy levels, garnering long-term renewals, success stories, references and referrals.
- Partnering with Sales team to ensure client satisfaction and define creative growth and retention strategies, including developing new business, identifying growth opportunities within existing portfolio, and ensuring successful execution of all deliverables.
- Establishing creditability and influence with client executives through virtual and onsite engagements.
- Anticipating future client needs and proactively works with product and services teams to identify new features, products, or services offerings to increase value to client.
- Working continually with clients by tracking milestones to measuring progress, promote successful adoption of SilkRoad products, and drive additional value throughout the lifetime of the subscription term.
- Monitoring client feedback, proactively identify risks to the client achieving their stated business goals, and implements a mitigation strategy to ensure positive business outcomes.
- Becoming adept at communicating the value of SilkRoad’s solutions as a functional expert.
- Leveraging Client Success tool set to monitor analytics for predictive churn indicators, usage variation, HR system landscape changes, and health score impacts.
- Partnering with sales, finance and renewal teams to drive retention strategies and ensure timely renewal orders and payments.
- Utilizing SilkRoad client community and social networks to promote client-to-client interactions, socialization of new SilkRoad offerings, and enhancement of client lead referral channels.
Required Skills
- Excellent interpersonal and communication skills; verbal, listening, and written.
- Problem solver mentality.
- Strong organizational skills with ability to lead and coordinate cross-functional and technical team efforts.
- Ability to work through ambiguous situations to understand, define, and meet client needs.
- Ability to learn and articulate the technical basics of SaaS based environments (system integrations, performance monitoring, data security, etc.).
- Ability to work successfully in a virtual team environment.
- Proficient with computer software and MS Office applications, including Word, PowerPoint and Excel.
Required Experience
- Bachelor’s degree or equivalent work experience is required.
- Minimum of 4 years of experience in a software organization in a role of direct client exposure (may include areas such as sales, account management, pre-sales, consulting, or support).
- Previous successful experience in the HR software, CRM, or related industry is preferred.
- Experience with CRM and customer success systems (e.g., Salesforce, Gainsight) is strongly preferred.
- Prior Software-as-a-Service (SaaS) experience is preferred.
Unsure if you meet the requirements for this role? We encourage individuals who may not meet all of the requirements but have a passion for Client Success to apply!