Summary of Position:
The Client Success Leader (CSL) (similar to a high profile Account Manager) is responsible for ongoing client satisfaction and retention. This high visibility position interfaces with our distinguished, high level clientele, such as executives and presidents of school districts, colleges, universities, workforce agencies, and student loan agencies. The CSL guides the client through maximizing the benefit of the Xaps services. This high profile client-facing position is accountable for fulfillment of the Statement of Work and contract over the life of the client relationship, as well as working with the client and stakeholders to optimize adoption and use of solutions. The CLS must be a client and market expert, understanding the goals and objectives of the client in implementing Xap solutions.
Requirements:
Minimum of Bachelors degree
Minimum 5 years experience in client relationship management, higher education, secondary education or related field
Thorough understanding of higher education industry
Knowledge of admissions process or financial aid process is helpful
Basic understanding of electronic data interchange, Internet technology, software development is very helpful, but not required
Outstanding verbal and written communication skills
Experience interfacing with high level management
Proven ability to design and deliver formal presentation to a variety of audiences, including high level management
Ability to build mutually beneficial relationships with individuals and groups that result in value and benefit for Xap
Proven ability to lead teams in ways that ensure attainment of goals
Proficient in using common software tools such as CRM software, project management software, calendaring system and web-based conferencing tools
Demonstrated reliability and follow-through
Ability to thrive in a teamwork environment
Develop thorough understanding of Xaps policies and processes, market and solution strategies
Responsibilities:
Manage the day-to-day relationship with the client and/or stakeholders
Maintain ongoing communication with the client in ways that best meet client needs and expectations
Represent client perspective to others in company
Engage and monitor the efforts of internal resources to address client needs, concerns or problems, including oversee problem identification and resolution and technical support issues; implement solution enhancements and/or updates; implement training; and client input into solution evolution
Consult with and advises client on best practices and optimal approaches to using Xap solution, including ways to optimize adoption and usage of solution
Coordinate monthly reporting for the company and client, including solution usage, adoption, status reports, etc.
Identify potential sales opportunities and engage with Sales Team
Identify and drafts case studies and best practice examples
Solicit testimonials from the client
Generate referrals based on client relationships
Send resume (including salary history) with reference "Client Success Leader" to: jobs@xap.com.
This position is based in the Los Angeles arealocal applicants only. No Visa sponsorship. No recruiters please.
- Location: Culver City, CA
- Compensation: Commensurate with experience.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.