Client Success Executive

🕒 April 24

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MCA Connect

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 Private Equity Round on 2020-07

Through passion and deep industry expertise, MCA Connect helps manufacturers succeed by unlocking innovation with actionable business insights.

📋 Description

• The Client Success Executive role is responsible for driving client success, achieving trusted advisor status with client executives and growing revenue for their assigned portfolio of accounts. • They will be responsible for expanding existing services opportunities and the development of new cross-sell engagements. • The Client Success Executive will also serve as the central coordinator and liaison for interactions between MCA Connect and the client after an implementation project has been awarded. • In addition, the Client Success Executive will serve as an escalation point for the client beyond the Project Manager and for the MCA Connect Project Manager or Delivery Director. • The Client Success Executive function is primarily a non-billable role, however, it is expected that some consulting and project management related activities carried out by the Client Success Executive will be billable. • Work with the client and the MCA Connect implementation team pre-engagement to establish project satisfaction criteria and also quantify project ROI metrics. • Measure success achievement with the client during and post implementation. • Collaborate with internal marketing to create case studies and seek customer testimonials after go-live. • Perform quarterly or semi-annual business reviews with the clients to assess project ROI and advise on ways to continue improving business operations efficiency and effectiveness through MCA Connect’s service and product lines. • Bi-Weekly calls with clients to address open issues, work requests, etc. • Execute Client Satisfaction Surveys • Meet monthly with the MCA Connect Executive Sponsor to provide account updates and to plan/strategize on next actions. • Participate in periodic calls with the Managed Services team to assess status of issues/cases associated with assigned accounts. • Develop an annual business plan for each portfolio client and execute against that plan while also adjusting based on client requirements. • Perform internal Quarterly Business Reviews with progress against the annual plan. • Identify opportunities for additional products and services with assigned accounts and work with field sales (where applicable/mandated) and pre-sales team to prepare, deliver, and close scopes of work. • Coordinate with Service Line Managers and Subject Matter Experts to collectively engage with designated clients. • Participate or lead (when Client Success Executive is primary seller) in transitioning sold projects to the MCA Connect Project Team. • Work with the MCA Connect Marketing team to establish aligned value add communications via newsletters, blogs, and events. • Work with the MCA Connect Sales Leadership Team to review opportunities, set opportunity strategy, and update resource forecast. • Ensure the internal CRM system is kept up to date and accurate across account, contact, lead, opportunity and project data. • Meet with Microsoft Dynamics 365 SSPs, AE, TSs, Sales Managers, etc. whenever possible, to enhance our relationships with Microsoft and generate new business opportunities. • Work in concert with your client Project Manager to take ownership of a section of the project reporting, steering committee presentations etc... • Participate in status review meetings for active projects with Project Manager and client. • Review Change Orders Requests. • Monthly review of customer EVAs and Account Receivable.

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and experience • Minimum of 5 years of experience with sales or consulting in client facing business applications service delivery roles • Minimum 2 years of experience in business development • Strong track record of delivering value in a customer environment while generating profit • Strong presentation, communication and negotiation skills • Experience in the IT industry and IT consulting, specifically in software implementation and Project Management with Microsoft Dynamics 365 Finance and Operations (ERP) and CRM required • Proven client engagement capability • Ability to translate strategic direction into tactical deliverables • Strong communication and interpersonal skills • Ability to travel up to 50%

🏖️ Benefits

• Work/Life Balance with Unlimited Paid Time Off (UPTO) • 401k Plan with Company Matching Contribution • Monthly Stipend for Home Office Expenses • Subsidized Medical, Dental and Vision Coverage • Health Savings and Flexible Spending Accounts • Company Paid Life and Disability Insurance • Training, Certification and Continuing Education Support