Client Success Manager

SVA is looking for a Client Success Manager to join our growing Consulting team. This is the opportunity you have been looking for! In this role, you will refine your skills across several industries, find your passion and the perfect fit. You will benefit from continuous learning through client-facing interactions and share your knowledge of how business applications impact our internal and external teams. Collaborate with an accomplished and diverse team of professionals and enhance your career with personalized development and mentoring opportunities. Demonstrate your expertise and leadership skills, while building your career in an independent and growing professional services firm that has been certified as a Great Place to Work®! SVA You. Together, We Serve. People. Better.

Position Summary

As a trusted advisor to our ERP clients and internal support team, the Client Success Manager utilizes their strong Acumatica knowledge to ensure our clients maximize the use of our product portfolio. This role establishes, maintains, and leverages KPIs to ensure successful client relationships. This position may be fully remote, or hybrid / onsite (at either our Madison, WI or Brookfield, WI locations).

Essential Functions

Important responsibilities and duties may include, but are not limited to, the following:

• Establish a trusted and strategic advisor relationship with SVA clients. Engage closely with key customer contacts to continue to develop vision for clients’ business advancement.
• Provide high level customer service to clients via a variety of communication channels (meetings, virtual meetings, phone calls, emails, text messaging, etc.).
• Advocate for your clients internally as you work cross-functional with Sales, Development, Support and QA teams to maintain or expand service opportunities.
• Establish, maintain, and leverage KPI’s to ensure successful client engagement and expansion of SVA products and services.
• Appropriately advise clients on SVA product offerings, including new product launches.
• Proactively anticipate and address concerns and/or questions. If a proactive response is not available, respond with urgency to time-sensitive requests from customers and/or employees.
• Provide customized communication for each customer on a regular, recurring basis.
• Prepare and review customer retention data and implement new strategies for engaging customers in an impactful way.
• All other duties as assigned.

Supervisory Responsibility

This position has no supervisory responsibility, but may mentor junior staff as needed or warranted.

Qualifications

Education: 4-year degree in business, finance, accounting, computer science, or related field is required.

Experience: 2 years of prior customer service, account management, consulting, solutions engineering, client sales, and/or ERP implementation experience required, preferably utilizing Acumatica software.

Demonstrated Skills, Abilities, & Behaviors

• Continual learner: Demonstrates a natural curiosity and proficiency in problem-solving.
• Skill in establishing and maintaining effective working relationships with clients and colleagues at all levels of the organization, ensuring proper and timely communications.
• Intrinsic drive for success, displaying a net giver approach to business relationships.
• Strong verbal, written, presentation, and meeting facilitation skills.
• Attention to detail and strong organizational skills.
• The ability to function independently with a high degree of accuracy, identify and implement process improvement opportunities.
• Ability to problem solve independently and operate with ambiguity is a must.
• Ability to work under pressure, with urgency, and meet tight deadlines.
• Exemplify our core Values of Serve People Better, as well as our 31 SVA DNA Fundamentals.

Work Conditions/Physical

• Work is normally performed in a typical office work environment.
• Requires sitting for long periods of time.
• Some bending and stretching required.
• Manual dexterity required for use of a computer keyboard.

Apply Today!

Begin a long-term relationship with a company where motivation drives advancement. We invite you to explore employment opportunities with us and see how you can have an exciting and enjoyable career!

SVA is certified as a great workplace by the Great Place to Work® institute.

SVA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

SVA participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.