Client Success Manager

Company DescriptionRESULTS.com is a leading SaaS Business Management Platform, with over 5,000 users offering clients a cloud ­based software that creates alignment, increases engagement and accountability towards the organization's long­ term priorities.RESULTS.com has received numerous awards and was recognised as a Winner of the Tie50 world’s top start­ups for 2014.With global headquarters in Auckland, New Zealand, and North American headquarters in San Francisco, USA, RESULTS.com presents an exciting opportunity for candidates looking for international business experience, including:Fast growing global SaaS business using the latest technologyHigh Performing CultureCompetitive salaryExceptional training and on­going development programs to support your career growthJob DescriptionThe Results.com Client Success Management team oversees our customer experience from completion of Onboarding through to renewal and 100% adoption.  The Onboarding team will do the heavy lifting post signed contract needed to rapidly help our clients adopt and deeply leverage the Results.com solution.Post Onboarding, renewals and growth within the business to 100% adoption will be the Client Success Manager's primary responsibility.  You will work closely with other Results.com teams besides Onboarding, including Sales, Training, Technical Configuration, Marketing, and Product to ensure customers meet their adoption targets and realize significant value from using our platform.Measures of success will include both retention and expansion.  The Client Success Manager will look for opportunities to expand our reach within customers adding new users, certifications or services to existing accounts.  We are now targeting businesses with 50 to 100 employees.  Often a new client will first bring on their leadership team of say 20 users, with a view to adding the rest of them later.Your ultimate goal: To help Results.com hit its Recurring Revenue growth targets by retaining clients and expanding users within. To accomplish this, you’ll:Support the Onboarding team to completion, as requiredEnsure full handover from OnboardingEnsure customers achieve their adoption and success targetsDevelop and implement an effective strategic account strategy through collaboration with other team membersUtilize Salesforce metrics and feedback to pro-actively reach out to clients whose engagement is dropping or below our targetsArrange ongoing training and coaching sessionsConduct periodic health checks and managing the contract rollover processDrive additional recurring revenue through upsells of more usersEnsure that customers are vocal advocates who renew our relationship year after yearIdentify and liaise with marketing to gain client advocate references and case studiesObtain referrals for the sales team to follow upQualificationsTargetsYou will manage between 800 and 1400 users.Your rollover target will be 80%.  Upsell targets will be 20% of your portfolio.There will also be targets relating to customer engagement levels.Requirements5 years of account management, preferably virtually/onlinePreferred skills:CRM (Salesforce or equivalent)Familiarity with online presentations and sellingA passion for learning and a hard-nosed work ethic.Self-starterSomeone who can work successfully and happily in a fast-paced, high-intensity startupAdditional InformationAll your information will be kept confidential according to EEO guidelines.