The Client Success Manager

 SUMMARY OF PURPOSE

The Client Success Manager is responsible for client satisfaction, portfolio revenue retention, and revenue growth. This includes all aspects of the total client relationship as well as executing upon the company’s strategies and initiatives. Revenue, retention, and growth is obtained through developing and deepening relationships, conveying strategic value, and ensuring client satisfaction through strategic recommendations that drive consumer acquisition and retention. The role requires financial industry knowledge, data and trend analysis, strategy development, empathic listening skills, a growth mindset, exceptional communication skills, and the ability to build strong cross functional relationships.

ESSENTIAL FUNCTIONS

• Infuse the Patch Values into your work ethic, every day and every interaction
• Execute the company’s tactical plan for revenue retention and profitable revenue growth.
• Execute strategies to negotiate and save clients during renewal discussions. Remain under budget for all portfolio cancellations.
• Strategically increase account penetration and total accounts under management for assigned clients.
• Generate sales qualified leads to Strategist partners within assigned POD.

Revenue & Lead Generation:

• Revenue retention and growth.
• Identification and collaboration with Strategy team members to identify new product or marketing sale opportunities. 15% of assigned responsibility.
• Drive to POD level lead targets.
• Leverage relationship with Retail Marketing Consultant partners to increase Retail Optimization Program (ROP) adoption and total accounts within Kasasa.
• Identification and subsequent reduction of revenue “at risk”.
• Renewal of expiring or “at risk” relationships.
• Primary point of contact for clients. Strong empathic listening, solution seeking, and consultative resolution.

Client Satisfaction:
• Achievement and maintenance of high client satisfaction, resulting in an industry-standard level of client loyalty. This includes issue/problem prevention and, when necessary, rapid sensing, diagnosis, and orchestration of resolution.
• The CSM should be the voice of the client, always placing client needs and perspective first, and finding creative solutions to those needs within the capabilities of the company.
• Always seeking a win/win, the CSM will make client-oriented but rational business decisions and will leverage cross functional teams and executive leadership within Kasasa to deepen relationships with our clients.
• The CSM will aim for high adoption and a score of 95%+ on quarterly and annual Client Satisfaction Surveys.

Subject Matter Expertise:
• Develop and demonstrate proficiency in application across all Kasasa account management tools, all Kasasa products and services, act as a trusted advisor to our clients across the broader spectrum of Retail Banking trends, problems, solutions, and ideas.

POSITION REQUIREMENTS

• Bachelor of Business Administration (Finance preferred)
• 2+ years of related business experience, preferably in the financial industry
• Progressive understanding of C level executives’ purchase and retention motivations and revenue lifecycle associated with both a Community Bank and a Credit Union.
• Ability to safely travel up to 25% as necessary.

Qualities of a successful CSM:

• Independent, self-starter who is able to prioritize multiple, complex projects in a high-speed, challenging business environment.
• Excellent relationship development and project management skills
• Best in class communication skills – written, verbal, non-verbal and presentation.
• Proven customer service capabilities.
• Aptitude to work in a fast-paced environment.
• Highly organized and the ability to properly manage a high level of volume.
• Natural tendency to pitch in to help teammates.

Only the passionate need apply!

We're looking for much more than qualified applicants! We want individuals who believe that anything worthy of their effort is worthy of their best effort. That anything we produce should not merely compete but truly dominate its category.

Kasasa employees are dedicated to helping community banks and credit unions compete and win. Like the Spartans in the Battle of Thermopylae, we stand together and inspire others to join us in our mission. Stronger together and united by core values, we are more than a team: We are a phalanx.

Are you ready to join an amazing group of people who genuinely love their jobs, in an environment that inspires greatness?

Our Benefits Include

• Open Paid Time Off AND 14 paid holidays
• Gym Membership Reimbursement
• Tuition Reimbursement
• Love Fund - established as a way for Spartans to give back to their co-workers in need
• PPO/HSA options for Medical, Dental, Vision with a substantial contribution from Kasasa
• Life Insurance, Long Term Disability, Short Term Disability and Employee Assistance Program all provided in full by Kasasa
• 401K plan with matching contributions
• Bar Camps - Internal groups for like-minded employees to support any cause or common goals

We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, citizenship status, gender, gender identity, pregnancy, sexual orientation, transgender status, marital status, religion, creed, age, physical or mental disability, results of genetic testing, genetic information, past, present or prospective service in the military, or any other characteristic or activity protected by federal, state, or local law