Specialist, Customer Success Manager

1800 Duke St, Alexandria, VA 22314, USA

Req #1009

Friday, December 20, 2024

SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today’s evolving workplaces.  With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

SUMMARY

The Customer Success Manager for Enterprise Solutions will be responsible for providing excellent customer service experience and helping customers achieve their desired goals.

Responsibilities:

• Manage a portfolio of 15-18 high-profile clients/projects to ensure that we fulfill the deliverables and timeframes outlined in statements of work.

• Ensure a consistent engagement approach, quality, and standards across all projects and multi-solution delivery engagements.

• Focus on the future lifetime value of products/services; look for ways to increase engagement and improve client (and participant) satisfaction.

• Synthesize key information and guide the sales team, facilitators, coaches, and consultants on delivering client expectations.

• Execute the client engagement project timeline to ensure that all process steps are completed across all teams and that the program is delivered in a timely, quality manner.

• Create custom communications to multiple audiences to enhance the participant experience and promote organizational engagement.

• Collaborate with creative services and operations teams to prepare participant materials and manage content production for each program session (virtual and in-person).

• Manage the deployment of participant assessments.

• Manage the overall logistics, collateral, and versioning for a portfolio of leadership development products.

• Grow existing accounts through strong relationship management and identification of growth opportunities.

• Build partnerships with all key internal and external players as a trusted, knowledgeable advisor.

Education & Experience Requirements

• Bachelor’s degree in marketing, business, or equivalent relevant work

• 4-6 years of experience in customer service account management or consulting, preferably in a B2B environment

Knowledge & Skills

• Demonstrated project management ability and excellent time management/prioritization skills

• Attention to detail, conceptual thinking

• Strong verbal and written communication skills; experience interacting with senior executives preferred

• Proactive, creative problem-solving skills and commitment to continuous process improvement and innovation

• Ability to work under pressure, ambiguity, and change; able to quickly adjust to meet client/business needs

• Experience with ERP/CRM and MS Office tools

Other Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.

• Work is regularly performed in a combination of office and conference settings, and standard office equipment is routinely used.

#LI- Hybrid

The hiring range for this position is $66,000 to $82,000 per year. This range is an estimate and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

• Job Family 00 - Sales & Sales Support

• Job Function 00 - Primary

• Pay Type Salary

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• 1800 Duke St, Alexandria, VA 22314, USA