Job Description

The Client Success Manager – Core is accountable for retaining clients, building client loyalty, and for maximizing the value provided by OpenTempo products and services. To achieve these aims, the CSM must collaboratively set business performance objectives with clients, measure deployment outcomes and key performance indicators, derive actionable insights from production data, and identify clear opportunities to expand OpenTempo’s impact. Primary duties of the Client Success Manager include but are not limited to:

  • Developing and sustaining long-term relationships with a portfolio of clients, connecting with key business executives and stakeholders on a frequent and regular schedule
  • Engaging clients actively to derive maximum value from their investment in OpenTempo while identifying new usage opportunities
  • Providing strategic direction and governance as well as exception-handling and escalation management at the corporate level by maintaining a clear awareness and knowledge of each department or practice, with a focus on the goals and changes at the corporate/enterprise level
  • Liaising between client and OpenTempo internal teams to ensure the timely and successful delivery of OpenTempo solutions
  • Ensuring the consistent delivery of strategic and tactical solutions for the operational needs of assigned clients

 

Key Internal Relationships

As part of the Client Operations team, the Client Success Manager – Core will report to the Vice President of Client Operations and will work closely with peers around OpenTempo, including but not limited to:

  • All members of the Client Services team: Ensuring that Tier I and Tier II support needs are met in a timely fashion and that solutions to tactical issues integrate with larger strategic goals and objectives
  • Product Manager and Product Owners: Representing the interests of assigned clients, ensuring their voices are clearly heard and understood in the evolution of the OpenTempo product
  • Implementation Team: Ensuring that additional implementations meet the overall strategic and tactical business requirements for assigned clients

Account Executives: Coordinating governance and strategic touch-points to ensure that clients enjoy a seamless and integrated experience with all OpenTempo resources

 

Key Success Criteria

The core success criteria of the Senior Client Success Manager position include but are not limited to:

  • The renewal of OpenTempo contracts for assigned clients
  • Demonstrating, through intention, action and results, a commitment to client satisfaction and loyalty
  • Understanding, communicating, and helping clients to achieve maximum value and ROI on their OpenTempo investment
  • Achieving and maintaining customer loyalty, as measured by NPS, at all corporate/enterprise and department/practice levels
  • Maintaining customer satisfaction through excellent objection handling while adhering to the terms of the client contract
  • Ensuring assigned clients serve as excellent references for OpenTempo products and services to other multi-department/practice prospects

 

Duties and Responsibilities

  • Acts as OpenTempo subject matter expert (SME), responsible for coordinating activities that promote the health of clients’ OpenTempo systems and long-term program success
  • Assists clients in planning and understanding the best ways to utilize OpenTempo based on their business needs and/or plans
  • Educates clients, providing additional perspective and knowledge of the flexibility and functional capabilities of the OpenTempo application
  • Provides strategic application configuration and advanced technical support for assigned clients
  • Maintains a clear vision of clients’ success criteria, setting and managing expectations through regular tactical, strategic, and governance meetings that focus on OpenTempo and corporate/enterprise goals/directions
  • Provides review, guidance, and direction for identified plans of changes and improvements over the following period, through regular, proactive system health checks for assigned clients
  • Assists in navigation of delicate client political issues by providing guidance to both clients and internal staff, ensuring successful client conclusions and strengthened OpenTempo/client relationships
  • Collaborates with Product Manager and Product Owners to develop new features that will help meet the most critical corporate needs, for customer use and for effective implementation and post-launch support
  • Collaborates with other leaders and members across OpenTempo to achieve the best possible outcomes for OpenTempo and its customers
  • Facilitates and leads a high level of internal communication and collaboration across all organizational teams, ensuring the greatest chance of success for the client and OpenTempo
  • Ensures that all client escalations are resolved in a timely manner through consistent involvement, leveraging resources from across the organization and facilitating plans to remediate issues
  • Prepares and delivers report-outs on KPIs, strategy, tactics, governance, and system health to internal and external stakeholders on weekly, monthly, and/or quarterly basis
  • Up to 60% travel required
  • Other duties as assigned by Client Operations and/or OpenTempo leadership

 

Qualifications

  • Three years direct client relationship management experience
  • Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the client organization, particularly at the executive and C-Suite levels
  • Sees opportunities for synergy and integration where others can’t, demonstrating the ability to simplify complex processes
  • Skillful negotiator of tough situations within both internal and external groups
  • Natural relationship builder, exhibiting and promoting integrity, reliability, and maturity
  • Ability and desire to lead cross-team efforts
  • Ability and desire to execute and comply with best practices, and act as advocate for OpenTempo’s clients
  • Ability to provide vision, drive, and leadership towards the development of OpenTempo’s future

 

If you are interested in applying for this position please email your resume and cover letter to: hiring@opentempo.com