What are the responsibilities and job description for the Client Success Manager position at ACA Group?
The Client Success Manager is responsible for building and maintaining strong, long-term relationships with clients, ensuring client satisfaction, growth, and retention. This role involves proactive communication, problem solving, and understanding of client needs. This role will be based out of one of our office locations, (Pittsburgh, PA, Chattanooga, TN or Portland, ME). You will work on a hybrid schedule with two days per week in the office.
What you’ll do:
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.
About ACA:
ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.
What we commit to:
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
What you’ll do:
- Guide new clients through the onboarding process, ensuring a smooth transition and a clear understanding of the products and services.
- Partner with the Account Executives to foster and maintain strong relationships by conducting regular check-ins, providing updates on features, and sharing best practices.
- Identify and address client issues or concerns effectively, coordinating with internal team to provide timely resolutions.
- Work to renew client contracts and identify opportunities for upselling additional products or services that align with the client’s needs.
- Gather and analyze client feedback to improve the client experience.
- Serve as an SME to junior level staff, offering coaching and support.
- Stay informed on market trends, industry developments, and competitors to identify opportunities or threats.
- Maintain accurate and up-to-date records of client interactions, sales activities and forecasts.
- Bachelor’s degree in business, marketing, or a related field (or equivalent work experience)
- 2-4 years of experience in client success, account management or a related role
- Excellent communication, negotiation, and presentation skills.
- Strong problem solving and conflict resolution abilities.
- Customer focused with a genuine desire to help clients succeed
- Detail oriented and highly organized
- Prior experience with SaaS (Software as a Service) and enterprise software (desirable).
- Prior experience with professional services (desirable).
- Demonstrated professional integrity.
- Dependable, flexible, and adaptable to new ACA initiatives and changing client needs.
- Ability to exercise discretion and make independent judgments on matters of significance.
- Ability to work well in a fast-paced, small-team environment.
- Ability to work independently, multi-task, and prioritize effectively.
- Ability to establish and maintain effective working relationships with colleagues and clients.
- Familiarity with CRM software and sales tools.
- Results-driven, with a demonstrated ability to meet and exceed sales targets.
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.
About ACA:
ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.
What we commit to:
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
