Strategic Client Success Manager

Vaga não está no LinkedIn

🕒 Julho 28

🧀 Wisconsin – Remoto

🧀 Wisconsin – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Forj

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

📚 Educação

🤝 B2B

💰 $15.000.000 Venture Round em 2022-12

SaaS • Education • B2B

A Forj é uma empresa que oferece uma plataforma projetada para facilitar o engajamento da comunidade, o aprendizado e o crescimento para associações e redes profissionais. A empresa disponibiliza ferramentas para habilitar a comunicação entre pares e em grupo, educação continuada, certificação e aprendizado social. A Forj tem como objetivo ajudar organizações a crescer sua base de membros, diminuir a rotatividade e aumentar a receita sem depender de contribuições financeiras, por meio de experiências personalizadas e tomadas de decisão baseadas em dados. Sua tecnologia foca na criação de conexões significativas, na superação de barreiras geográficas e na melhoria dos resultados de aprendizagem. Com um forte foco em melhorar a satisfação e o engajamento dos membros, a Forj está comprometida em permitir que organizações profissionais expandam seu impacto e alcance.

Descrição

• Stakeholder Communication & Influence Strategy: Master the art of communicating with diverse stakeholder groups—from technical implementers to C-suite executives—tailoring messaging and influence tactics to each audience's priorities. • Navigate competing interests across multiple departments within client organizations, building consensus and credibility that positions you as a trusted advisor to all key decision-makers on the account. • Proactive Retention & ROI Modeling: Own the overarching health, renewal lifecycle, and retention of an assigned book of business, strictly aligning client workflows to established value frameworks and return-on-investment targets. • Executive Advisory: Plan and deliver high-impact Executive Business Reviews (EBRs) and Partnership Success Plans to cross-functional client stakeholders, using persuasive communication and executive influence to build consensus across competing departments and priorities, ensuring direct connection between day-to-day engagement and executive-level goals. • Client Advocacy & "Voice of Customer": Keep the authentic client voice at the absolute center of internal functions, partnering directly with Product, Engineering, and Implementation teams to shape strategic roadmap priorities and surface market insight. • Data-Based Insights: Optimize how clients interact with our platform by interpreting metrics and usage parameters, actively turning complex datasets into actionable decisions and behavioral recommendations. • Migration Advisory: Thoughtfully guide clients through complex digital modernizations—including the intentional transition to our next-generation platform, Journey by Forj—by masterfully overcoming friction, reinforcing innovation advantages, and alleviating operational risk. • Expansion Nuance: Surface and nurture strategic expansion opportunities organically through deep platform optimization and consults, positioning Forj as the premier thought leader in the professional community domain. • Risk Mitigation: Proactively identify, track, and document client health markers monthly, building immediate operational mitigation blueprints for accounts facing delivery gaps or low feature engagement.

🎯 Requisitos

• Bachelor's degree in Business Administration, Communications, Information Systems, or a related field requiring analytical and strategic client management capability. • Stakeholder Relationship & Influence Mastery: Demonstrated success building and maintaining authentic relationships with disparate stakeholder groups (IT, business operations, executive leadership) simultaneously; proven ability to influence decision-making at multiple organizational levels through strategic communication, active listening, and credibility-building. • Association SaaS Domain Expertise: 5+ years of documented experience managing mid-market or enterprise relationships within a fast-paced B2B SaaS organization, specifically working within or alongside the professional association, learning management system (LMS), or community software industries. • Executive-Level Presence: Exceptional presentation and critical thinking skills, with verified experience influencing contract signers, community directors, and executive sponsors. • AI Capability and Fluency: Hands-on experience leveraging AI tools like Claude or similar LLMs to build workflows, extract insights, and optimize daily client management operational efficiency. • Cross-Functional Synergy: Proven ability to collaborate alongside internal specialized verticals (e.g., Technical Support, Product, Implementation, and Solutions) to orchestrate a unified client interface. • Domain Context: Experience working within or around the professional association, learning management system (LMS), or community software industries is highly beneficial.

🏖️ Benefícios

• Competitive salary • Generous Paid Time Off (PTO) • Comprehensive health, dental, and vision • Health Reimbursement (HRA) • Wellbeing program • Short-term disability (STD) and long-term disability (LTD) • Life/AD&D Insurance, and Voluntary Life Insurance • 401-k Participation • Flexible remote work