The Client Success Manager plays an essential role in the success of Reflect and our clients by helping to ensure that Reflect delivers maximum value to our clients. Working closely with the account owner, the CSM will develop a comprehensive understanding of the client objectives and their use of Reflect solutions to achieve their objectives. The CSM will leverage their knowledge of the account to provide critical input to the Account Plan, which will be updated quarterly by the Account Owner.
Purpose of Role
This person plays an essential role in the success of Reflect and our clients by helping to ensure that Reflect delivers maximum value to our clients. Working closely with the account owner, the CSM will develop a comprehensive understanding of the client objectives and their use of Reflect solutions to achieve their objectives. The CSM will leverage their knowledge of the account to provide critical input to the Account Plan, which will be updated quarterly by the Account Owner. This input will include, but not be limited to the following:
Overview of current solutions and projects with the client
Summary of support performance including open issues and ongoing challenges
Feedback on user perception of Reflect and our solution
Gaps in client business processes or other challenges that could be improved with Reflect’s help
Recommendations on additional solutions, actions that will bring greater value to client
The Client Success Manager also serves as a resource for internal departments to communicate and learn the status on each account.
Responsibilities & Duties
Core duties and responsibilities include but may not be limited to the following:
Engage with key client contacts to understand their desired business outcomes and specific ways in which Reflect can help them achieve their objectives.
Work with client users to understand their challenges and opportunities and to identify ways current or prospective Reflect solutions can help them.
Meet with Account Owner, Technical Account Manager and Executive sponsor to gather all information regarding client projects to identify gaps, improvements needed, or successes.
Proactively identify patterns in the client’s business that create challenges in digital signage efforts and identify root cause of challenges.
Work with cross-functional internal teams (Project Management, Development, Creative, etc.) to mitigate future challenges.
Interact with front line employees at physical store locations to understand the climate of Reflect technology and its success or lack thereof in the store environment.
Work with client decision makers to determine if each Reflect component purchased yields success according to client standards.
Periodically check in on client users to promote new solution offerings from Reflect.
Work closely with Account Owner on the retention and transition of client contracts
Manage business as usual (BAU) with assigned accounts:
Developing quotes for Reflect projects
Updating Salesforce with pertinent account/opportunity information as needed
Leverage relationships to uncover gaps in technology and/or business processes that can be addressed by leveraging current or new Reflect solutions.
Work in cooperation with the Account Owner to prepare and present quarterly account plans for assigned accounts.
Gather key information and analyze findings to create an Account Health Score when servicing accounts.
Build strong relationships between our team and other teams within the company. Set a precedence for openness and vulnerability to help produce better collaboration.
Provide internal teams including marketing, software development, and customer support with meaningful customer insights that help the company develop and deliver more compelling solutions.
Following the Company’s defined process, manage RFI/RFP responses as needed, ensuring a timely response is provided that is both efficient and effectively differentiates Reflect from competitors.
Enter all customer data and other sales data into Salesforce.
Vet new sales opportunities and leads assigned by manager to follow up and qualify.
Travel as needed between 0% and 30% of the time based on client or company need.
Skills & Competencies
Motivated – Self-starter, requiring little supervision; follows sales plan and engages necessary resources to meet set goals.
Interpersonal Skills – Has a positive outlook; takes responsibility; strong self-confidence; comfortable talking about money; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to other’ idea and tries new things; strong desire for success.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views: gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objective; supports everyone’s’ efforts to succeed.
Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reason for decision, includes appropriate people in decision-making process; makes timely decisions.
Empathy – Demonstrates exceptional empathy for clients and colleagues, which helps them build more authentic and mutually beneficial relationships.
Curiosity – Has a genuine interest in developing a deep and broad understanding of clients and their business issues. Uses this knowledge to deliver dramatically more value.
Sense of Urgency – Demonstrates a burning desire to identify and solve client’s problems now, recognizing that Reflect solutions cannot deliver value unless and until they are purchased and implemented.
Servant Approach – Views selling as a service and sees this role as key to helping businesses make more informed, intelligent buying decisions. Differentiates herself from other sales people throughout the client engagement by delivering more value and expertise.
This person must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
At least two years of client success experience, preferably in a SaaS environment
Accredited Bachelor’s degree
Experience using Salesforce preferred
Willingness to travel when and where needed
Strong customer relations skills
Understanding of retail markets
Familiarity with Software sales models (perpetual, SaaS, etc.)
Working knowledge of SLA and KPI reporting
Strong working knowledge of Microsoft Office tools (Excel, Word, Outlook, and PowerPoint)
Reflect is a Dallas-based agency that is making an impact in the out-of-home digital media market. We work with some of the biggest and best brands in business to bring digital experiences into the physical world. We enable our client brands to inform, entertain, and communicate to millions of people each month.
You will work with smart, fun and hard-working folks in our Dallas office. Corporate culture is important to us! We’ve worked hard to build a community that rewards honesty, responsibility, humility and a sense of humor.