Client Success Manager

Account Manager – Client Success Representative

As an Account Manager of Client Success you are responsible for ensuring Elder Tree is meeting client’s expectations from initial pitch meetings to contract negotiation, onboarding, ongoing project updates all the way to post launch support and follow up. This is a client facing role that works within the organization to ensure both internal and client expectations are correct.

You will meet with clients to build a solid understanding of the client’s needs and wants, to understand all angles of the discovery process, and to build trust as a strategic partner and advocate. This role balances setting the direction of the Elder Tree team with the daily enablement and coaching of the organization with clients.

As a partner to our clients, you will work cross-functionally across the Marketing, Video Production, Operations and other teams at Elder Tree. You will drive client success by bring back to the team critical communication and project management expectations and identifying new opportunities to further clarify and support client’s goals.

At your core, you help everyone involved move quickly through obstacles exercising great time management, organizational skills, communication skills and flexibility.

What You’ll Do

• Be a strategic partner to clients, communicating how Elder Tree can meet their needs and proposing new solutions that reflect their needs and move clients forward towards growth and change

• Collaborate with the Marketing team to develop personalized and strategic campaigns to engage clients

• Partner cross functionally with other leaders to define and find growth opportunities within the higher education market and beyond

• Be a part of the leadership team helping make strategic decisions regarding the business and bringing them to the organization

• Leverage your knowledge of the current state of customer values, needs, and goals to own, design, and modify a customer journey that matches

• Present regular project update reports and session insights for clients, helping them to understand the value of Elder Tree

• Be an internal advocate for client’s needs, helping to evolve our value proposition based on feedback

• Partner with Marketing to highlight client success stories through case studies

What You Should Have

• Experience building deep partnerships and are adept at using data to communicate the value of services to different stakeholders and audiences

• Previously worked with stakeholders in complex environments and have experience driving results across enterprise organizations

• Organized and are comfortable juggling multiple projects and priorities in a fast-moving environment

• 4 years owning client relationships in a customer success environment

• Excellent written and verbal communication skills, and are comfortable interacting with C-level executives and are excited to adapt to new client or business needs

• A proven record and ability to make decisions rooted in data

• Demonstrated success working collaboratively, taking initiative, and being proactive

Qualities We Value

Teamwork - Effective team members are collaborative, exhibit integrity and empathy and work to include others. They realize that it’s not a zero-sum game; there is plenty of opportunity and benefits for everyone, and not everyone can know or be the best at everything. They know how to use the strengths of their teammates to grow and to deliver results.

Initiative – We take immediate action to do what’s right realizing that it’s everyone’s job and responsibility to make improvements. It’s never someone else’s job. Obvious problems are not ignored, but instead they are fixed immediately or raised up within the team to determine a course of action.

Passion – We care about what we do and the mission. Our job is not just something we do for a paycheck. We are driven to be the best of our craft and are always hungry and motivated to learn more and do better.

Courage – We have the courage to give and receive feedback, even if it is uncomfortable. We realize everyone is equal and we’re all adults working toward a common goal. We seek feedback that can make ourselves better, and we feedback that is given is focused on actions and result, never personal.

Innovation – We are all professional in our fields. We recognize that the one constant is change, so we always seek to bring in outside ideas and new technologies that serve to minimize complacency and complexity while keeping us fresh and current. We look for creative, efficient ways to solve problems. We never assume the status quo and question everything.

What We Offer

• A hybrid work policy that allows us to attract the best talent

• Competitive compensation and benefits packages (i.e., Medical, Dental, Vision)

• Paid sick & vacation time

About Elder Tree

We are a people-first team passionate about using what we create to support the communities and people we interact with where imagination, innovation, and effective design meet. With over two decades of achievement, we immerse our clients within a unique space of design excellence to bring forth a memorable and compelling customer experience. The goal is to help clients overcome the challenges they face and use them as an intrinsic vehicle to spark greatness. We achieve this by cultivating our relationships through hard work and dedication coupled with our own sense of curiosity and playfulness. We've had the privilege to collaborate with some of today's best brands and invite you to look at our solutions.

Our clients are major universities, colleges and junior colleges, corporations, and the US Government. We seek to change the way institutions grow enrollment, improve student engagement and retention to build a better world one student at a time.

We work in a fun, collaborative environment that is creative, ethnically diverse, inclusive of LGBTQ persons and U.S. veterans. We look for proactive, accountable people focused on continuous learning and growth to push themselves and our businesses forward.

Agency Disclosure

Elder Tree is a diverse and inclusive workplace that reflects our customers and the world we live in. We encourage people from all backgrounds, ages, abilities, and experiences to apply for our roles. Elder Tree is an equal opportunity employer. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.

Job Type: Full-time

Pay: From $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Norwalk, CA 90650: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Sales Account Executives & Managers: 1 year (Preferred)

Work Location: One location

Salary : $80,000 - $0