Client Success Manager
Who we are
Great companies deserve great talent. CareerArc is on a mission to help companies recruit the best candidates by strategically tapping into the vast talent population and brand-building power of social media. Our social recruiting solution has helped many of the world's most exciting brands, including many of the Fortune 500, communicate their employer brand at scale across social media and find the best talent. Our work is driven by the belief that empowering companies to amplify their employer brand helps promote more engaged work cultures and more fulfilled job seekers and employees. Our momentum is driven by people who are curious, passionate, and dedicated to a customer-first culture and best-in-class social recruiting platform. Join us!
WHAT WE'RE LOOKING FOR:
The Client Success Manager (CSM) is a key advocate and consultant for our clients. Responsibilities include helping our clients unlock the full potential of our Social Recruiting platform by advising clients on social recruiting strategy, optimizing client social recruiting campaigns, recognizing and addressing additional service needs, and ensuring total client satisfaction. Success for this position is measured by client retention and overall satisfaction. The CSM may also assist in partnership marketing, business development, and sales for multiple products.
We have a thirst for success, paired with knowledge and experience of how to achieve results. We also understand and respect the team effort it requires to reach the goals we have set for ourselves. We are looking for individuals who want to win! We are looking for individuals who know how to contribute to a team to make it happen.
If you want to work with a truly collaborative group of exceptional people that are focused on harnessing existing markets that are currently untapped on the web… then we welcome your application!
Manage the overall relationship with assigned clients (i.e. regular contact with key client stakeholders, communicate product changes, understand and address business needs, solicit product feedback, perform client set-up changes, understand their legal and accounting/billing requirements, etc).
Advise clients on social recruiting strategy and optimization of their CareerArc social recruiting campaigns to meet the client's business needs.
Ensure client retention goals are met.
Support and coordinate client customization projects.
Analyze, report, and align key results that drive constant improvement with the client.
Communicate client needs internally to ensure client feedback and needs are presented to management, product development, and marketing.
Review internal dashboards, reports, and tools to monitor client performance.
Work closely with Client Success Associates to delegate, monitor, and review account tasks.
Provide ongoing client support as needed.
KNOWLEDGE, SKILLS & ABILITIES
Ability to communicate the value of our solutions to a diverse audience.
Able to negotiate and close renewals and add-on sales.
Able to communicate complex technology to clients.
Able to document product requirements.
Able to create account strategy and implement recommendations jointly with clients.
Able to use influencing and negotiations skills to accomplish tasks cross-functionally.
Strong knowledge of social media, especially Twitter and Facebook for business use.
Strong relationship management and interpersonal skills.
Strong analytic and presentation skills particularly using Excel and PowerPoint.
Knowledge of the recruitment and/or career development space preferred.
EDUCATION & EXPERIENCE
Bachelor's degree required; MBA a plus.
5+ years of strategic implementation, account management, or project management experience.
Experience in a client-facing role.
Experience in a technology-focused environment.
Experience with social media a plus.