Client Success Manager

🕒 Julho 3

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🤝 Parceiro de Cliente

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Meridian Cooperative

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1976

💳 Fintech

🤝 B2B

Fintech • B2B • Payments

A Meridian Cooperative é uma empresa dedicada a possibilitar pagamentos instantâneos para todos ao redor do mundo. Com uma equipe de profissionais experientes das principais empresas de fintech e soluções de pagamento, eles se concentram na criação de soluções financeiras inovadoras para aproximar o mundo. Sua missão é revolucionar o cenário de pagamentos globais, tornando as transações perfeitas e acessíveis para todos.

Descrição

• Serve as the primary client advocate, guiding customers through onboarding, adoption, expansion, and long-term success. • Develop strong relationships with key stakeholders, senior leaders, and decision-makers within client organizations. • Gain a deep understanding of each client's business strategy, operational goals, challenges, and key performance indicators (KPIs). • Conduct regular account touchpoints, business reviews, and success planning sessions to ensure clients are realizing value from Meridian’s solutions. • Follow up with clients after contract renewals to reinforce relationships and demonstrate appreciation for their continued partnership. • Proactively engage with clients to identify goals, challenges, risks, and opportunities. • Monitor client health metrics, system utilization, and success KPIs to identify trends and recommend actionable solutions. • Review System Utilization Reports (SURs) on a recurring basis and collaborate with client contacts to increase adoption and value. • Identify opportunities to expand utilization of Meridian’s platform and help clients address additional business challenges. • Coordinate client training, best practices, support resources, and educational opportunities to drive product adoption. • Partner closely with Enterprise Account Managers (EAMs) to drive engagement, satisfaction, retention, and growth. • Communicate account activity, client feedback, opportunities, and risks clearly and consistently to assigned EAMs and leadership. • Assist EAMs with annual account reviews, strategic planning, and ongoing client engagement activities. • Support business development efforts by facilitating budgetary estimates, technical quotes, migration planning, and client communications. • Act as the voice of the client internally by advocating for client needs, requirements, and expectations. • Collaborate with Product, Support, Development, and Leadership teams to resolve issues and improve the overall client experience. • Share client feedback, innovative ideas, and enhancement opportunities with internal stakeholders. • Communicate product updates, commitments, and timelines from Product Support teams and Product Owners. • Lead the Meridian Pre-Migration Process for clients transitioning to Meridian’s new software platform. • Coordinate efforts across departments to ensure successful planning, communication, and execution of migration strategies. • Maintain accurate client account information across CRM platforms, third-party applications, and internal systems. • Represent Meridian at industry conferences, user groups, client meetings, and networking events. • Travel to client sites as needed for account reviews, audits, strategic meetings, training, and special projects.

🎯 Requisitos

• 4+ years of experience in Client Success, Account Management, Relationship Management, Customer Success, or a related client-facing role. • Experience working within SaaS, technology, utility, or electric cooperative industries. • Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent professional experience. • Proven ability to build and maintain executive-level client relationships. • Strong analytical skills with experience leveraging data, reporting, and client success metrics to drive outcomes.

🏖️ Benefícios

• Outstanding Medical/Dental/Vision • Education/Training Reimbursement • Flexible Spending Account • Health/Wellness Reimbursement • Excellent Life and AD&D insurance • Paid Time Off: Eligible to begin accrual from date of hire; accrual amount based on years of service. Beginning accrual rate equivalent to 22 days per year. • 10 holidays which include the day after Thanksgiving, and Christmas Eve. • Up to 240 hours of PTO can roll over to the following year. • Volunteer Time: 8 hours per year • Retirement: Robust 401K. Following one year of eligible service, the Company contributes in two ways: (1) match of 100% of each dollar you contribute on the first five percent (5%) of eligible compensation, and (2) Employer basic contribution of 4% of base salary (with increases in basic contribution percentage based on years of service). Employees are 100% vested in Company funded contributions from the date they enter the plan.