Now Hiring - Maritz - Client Success Manager in Fenton, MO

Maritz is seeking a Client Success Manager (CSM) who is client focused, motivated and results driven. The client success manager will be responsible for developing long-term relationships with his/her assigned clients connecting with key business executives and stakeholders. The client success manager will provide clients with strategic insights based on their performances and market data trends and liaise between clients and cross-functional internal teams to ensure the timely and successful delivery according to the clients’ needs. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your client base. You should have a passion to learn about channel partner engagement, while always wanting to deliver the best service to our customers

• Serves as the primary strategic liaison and day-to-day contact for client. Serves as trusted advisor throughout the client lifecycle by driving adoption, identifying expansion opportunities, ensuring renewals and advocating for clients. Proactively leads both client and internal teams.
• Applies product and industry knowledge to ensure clients have the best solutions and services for their needs.
• Establishes goals with client and tracks towards identified milestones. Continually reinforces value and delivers successful outcomes throughout the entire client journey.
• Oversees program enrollment/budgets.
• Handles escalations with a high sense of urgency, patience and flexibility; ensures proper resources are allocated.
• Conduct and lead strategic business reviews with assigned client(s).
• Stay up to date with channel trends, competitive landscape, and market developments to effectively position our service.
• Generates new business within assigned client(s).
• Oversee new client implementation and assigned client renewals.
• Work with client teams to drive growth initiatives.

• Ensures team maintains appropriate project documentation and requirements per ICX (Ideal Customer Experience) guidelines.
• Serves as point of contact for key partner relationships required to support our programs.
• Develops scope requirements and creates pricing quotes for new business opportunities.
• Ensures verification/validation of contract deliverables are met in its entirety through quality, timing, and productivity.
• Ensures operational procedures to safeguard business continuity and manages risks appropriately.
• Identifies/creates client measures of critical success factors and measurement framework.
• Ensures cost balancing and forecasting, also invoice oversight.
• Monitor client satisfaction ratings (CSAT), creates mitigation strategies, ensures renewals.

• Excellent communication skills, through initiating and leading internal and client team meetings, resolving conflicts, and managing internal and external executive stakeholders’ expectations.
• Leads and participates in internal account assessment reviews; and creates appropriate action planning for success.
• Determines and communicates best practices and process improvements.
• Engages with clients in meetings, quality reviews, or managing problems to resolution as needed.

• Bachelors Degree in business, business administration, or marketing or equivalent experience.
• 6+ years of general client service / operations management exposure and consultative work with some client interaction preferred.
• Exposure to web-based technology and ability to learn quickly and to troubleshoot independently.
• Excellent oral and written communication skills, client-facing and internal.
• Ability to manage competing priorities and set client expectations on a daily basis.
• Knowledge of Office automation products, Excel, TEAMS, JIRA Ticketing applications, and service level management software/business applications.