Client Success Manager

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brightfin

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🏢 Enterprise

☁️ SaaS

Fintech • Enterprise • SaaS

brightfin is a company that specializes in Telecom Expense Management (TEM) solutions. Their platform integrates mobile, telecom, and cloud expense data into ServiceNow, enabling businesses to track, allocate, and optimize their IT expenses effectively. With features such as automated workflows and centralized asset management, brightfin helps organizations achieve cost savings and operational efficiencies.

📋 Description

• Establish and maintain the primary business relationships with customer teams. • Creates and delivers quarterly business reviews, aligns initiatives with client and identifies upsell and cross-sell opportunities. • Identifies business value provided by the contracted solution; understands the business objectives of the customers at various stages of the relationship to aligns services with those objectives. • Understands the ROI calculations and ensures that the relationship is living up to expectations. • Identifies areas of risk and takes steps to prevent customer and/or revenue churn. • Responsible for defining and executing product adoption and customer retention plans. • Coordinates with operational departments to ensure service levels are met and positive user experience. • Own regular update calls to provide the customer with an overview of all activities taking place across the various services that are provided as part of the partnership. • Ensure the support team is following rules of engagement as documented during implementation and updated throughout the partnership • Handle customer and vendor escalations and engage management as required; identify potential challenges early and involve key resources to resolve thereby avoiding further escalations. • Responsible for owning customer portfolio and delivering contracted services, including maintenance of any internal processes and documentation requirements • Capture system or process enhancement asks; document and communicate needed enhancements to appropriate internal stakeholders for work/cost estimations. • Ensure customer is aware of enhancements and functionality additions and collaborate with customer to use/implement such functionality where appropriate. • Track customer satisfaction levels and make recommendations for improvement. • Oversight of customer invoicing as it relates to contractual deliverables. • Works with bf Finance/Accounting on any invoicing related questions and corrections.

🎯 Requirements

• Must have minimum 3 years’ experience working in Telecom Expense Management (TEM) or similar customer success environment. • Exceptional communication skills, written and oral • Strong aptitude for cross team collaboration and critical thinking • Ability to lead customer escalation and expectation setting • Moderate computer skills and typing ability • Organized and punctual in task completion • High school diploma or equivalent required

🏖️ Benefits

• Medical insurance — after successful completion of the probationary period • Equipment — we set up everything you need to work comfortably from home • Full FOP administration — we handle all administrative matters related to your business entity • Unlimited paid time off — coordinated with your team; we trust you to manage your time responsibly • Annual salary review — based on performance review outcomes • Parental leave — we support you through every stage of life • Comfortable remote setup — we care about your day-to-day work experience