Momentive’s Senior Client Success Managers serve as strategic partners and liaisons between our clients and the Momentive staff to ensure their needs are addressed professionally and efficiently. Our Sr. CSMs also focus on client portfolio development, retention and ensuring overall client success and satisfaction with Momentive’s products and services.
A Day in the Life
Client Portfolio Management
Proactively manage portfolio of assigned clients through health checks measuring adoption, usage, and success.
Handle contract renewal process and expansion of both software and service.
Achieve targeted KPIs including client renewals, platform usage, and positive NPS.
Relationship Building & Communication
Build relationships with assigned clients and act as their internal voice.
Manage client expectations through clear communication and anticipating roadblocks.
Consistently log all client interactions and activities in Salesforce.
Revenue Growth & Optimization
Identify upsell and cross-sell opportunities to increase annually recurring revenue (ARR).
Improve overall awareness of Momentive Software to promote brand and solutions.
Industry Expertise & Strategic Guidance
Serve as subject matter expert within assigned industry vertical.
Provide clients with industry best practices and proactive strategies.
Collect and utilize client data to drive adoption and monitor risk.
Data Analysis & Reporting
Analyze and provide data/metrics on account statuses, trends, and client health.
Report findings to management and internal teams.
Manage pipeline moving swiftly to meet assigned quota.
Feedback & Process Improvement
Capture and share client feedback cross-functionally.
Submit items to product/development team for consideration.
Escalate unresolved client concerns to management.
Share recommendations to improve processes with client success team.Lead strategic initiatives with product and development teams for enterprise requirements.
Other duties as assigned
We are looking for someone who brings
Experience:
Bachelor's degree required or equivalent experience
At least 3 years of related experience required
Must have excellent analytical and problem-solving skills
Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
Strong presentation skills and ability to negotiate
Technical/Computer Skills:
Proficient in Microsoft Office Suite
Demonstrate ability to learn and understand basic office software applications
Familiarity with CRM and performance tracking
Other Skills:
Excellent verbal and written communication, organization and follow up skills
Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
Ability to work effectively within a fast-paced, deadline-driven environment
Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally
Strong client focus with exceptional collaboration skills ability to influence.
Nice to have:
Salesforce experience is a plus
SaaS solutions
Association/non-profit sector experience
Client Success Platform experience
A Day in the Life
Enterprise Portfolio Management
Proactively manage portfolio of enterprise clients through. comprehensive health assessments measuring adoption, usage and strategic success.
Lead complex contract renewal negotiations and multi-year strategic agreements.
Achieve targeted KPIs including enterprise client retention, platform utilization and superior NPS scores.
Relationship Building & Communication
Build relationships with enterprise clients and act as their internal voice.
Manage client expectations through clear communication and anticipating roadblocks.
Consistently log all client interactions and activities in Salesforce.
Revenue Expansion & Strategic Growth
Identify significant upsell and cross-sell opportunities to maximize enterprise account value.
Drive expansion into new business units and departments within enterprise organizations.
Elevate Momentive Software's strategic positioning within enterprise markets.
Industry Leadership & Enterprise Solutions
Serve as industry thought leader within assigned enterprise vertical.
Develop and deliver enterprise-grade strategic roadmaps aligned with client business objectives.
Leverage enterprise data insights to drive organization-wide adoption and transformation.
Strategic Analytics & Executive Reporting
Conduct advanced analysis of enterprise account health, growth trends and strategic opportunities.
Provide executive-level reporting on portfolio performance to senior leadership.
Deliver strategic insights that inform enterprise go-to-market strategies.
Strategic Feedback & Enterprise Process Enhancement
Capture and escalate enterprise client feedback to influence product strategy and roadmap.
Lead strategic initiatives with product and development teams for enterprise requirements.
Drive enterprise-focused process improvements and best practices across the organization.
Other duties as assigned
We are looking for someone who brings
Experience:
Bachelor's degree required or equivalent experience
5+ years of related experience required
Must have excellent analytical and problem-solving skills
Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
Strong presentation skills and ability to negotiate
Ability to mentor new and/or junior Client Success Managers
Technical/Computer Skills:
Proficient in Microsoft Office Suite
Advanced consultative selling skills
Salesforce experience is a plus
Other Skills:
High level communication skills for building relationships with senior client stakeholders
Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
Ability to work effectively within a fast-paced, deadline-driven environment
Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally
Strong client focus with exceptional collaborative and influencing skills
Demonstrated mentorship skills
SaaS solutions
Association/non-profit sector experience
Client Success Platform experience
Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.
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At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.
Medical, Dental & Vision Benefits
401(k) Savings Plan with Company Match
Flexible Planned Paid Time Off
Generous Sick Leave
Inclusive & Welcoming Environment
Purpose-Driven Culture
Work-Life Balance
Commitment to Community Involvement
Employer-Paid Parental Leave
Employer-Paid Short-Term Disability
Remote Work Flexibility
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.
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