What are the responsibilities and job description for the Client Success Manager - Insights position at Desert Financial Credit Union?
The Client Success Manager - insights is responsible for the successful implementation and ongoing support of a vendor product for which SwitchThink is a reseller. This pivotal role ensures successful alignment between product capabilities and client needs, acting as a trusted advisor to clients throughout the lifecycle of the product. They manage several concurrent delivery projects, provide oversight on implementations and report progress and issues to leadership and our solution partner. They will also manage all aspects of credit union servicing ensuring appropriate support and issue resolution to meet client satisfaction needs.
What you will do here:
Client Onboarding & Implementation
Serve as the primary point of contact for clients during the implementation of the solution partner product.
Align product functionalities to meet the client’s operational goals and business requirements. Work with clients to identify key areas of impact and develops a comprehensive rollout plan for the product.
Facilitate discovery sessions with clients to define objectives, success criteria, and configuration needs.
Coordinate and manage implementation timelines, resource allocation, and deliverables across internal, solution partner, and client teams. Serve as the escalation point for all areas of the client experience,
Data Mapping & Integration
Oversee data-mapping processes between the client, SwitchThink, and the solution partner.
Ensure data accuracy and integrity throughout the transfer process.
Monitor, identify, and resolve data transmission issues using diagnostic tools and collaborative troubleshooting.
Partner with technical teams to develop and test integration solutions.
Client Success - Ongoing Support & Relationship Management
Act as the client advocate post-implementation to ensure continued satisfaction and product utilization.
Manage client escalations and work cross-functionally with internal teams and solution partners to resolve issues quickly and effectively.
Work with clients to understand their needs and challenges. Collaborate with internal stakeholders and the solution partner to determine opportunities to tailor solutions.
Facilitate regular check-ins and business reviews to drive client engagement and retention.
Stay informed of product updates and enhancements and communicate relevant changes to clients.
Establish and maintain strong relationships with clients, including executive level engagement, to ensure confidence, trust and satisfaction with SwitchThink.
Stakeholder Engagement
Collaborate with internal cross-functional teams and our solution partner to ensure alignment, the successful execution of the product and support.
Product Performance and Optimization:
Ensures key performance metrics aligned to the business plan are met.
Raises product issues / concerns early so they can be addressed in a timely manner.
Product Roadmap:
Provide leaders and our solution partner feedback on features and improvements identified based on business value, client feedback, and observation.
Define and manage processes and procedures to ensure repeatability of success. Maintain a focus on process improvement as it relates to product implementation and support.
What you will need:
Bachelor's Degree in Business, Computer Information Systems or related field preferred.
Equivalent Combination Of Education And Experience Required.
5 years of experience in client success, implementation management, or business systems analysis required.
3 years hands-on experience with data mapping, ETL processes, and working with data warehouses required.
1 years experience working with third-party vendors or as part of a reseller model preferred.
1 years experience working in Financial Services preferred.
Demonstrated ability to translate business needs into technical requirements required.
Excellent Organizational, Communication, And Interpersonal Skills Required.
Strong analytical skills with proficiency in Excel, SQL, or BI tools (e.g., Tableau, Power BI) required.
Excellent Collaboration Skills And Ability To Work Cross-functionally Required.
Excellent problem solving skills required.
Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and logs required.
Self-motivated, results oriented required.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
What you will do here:
Client Onboarding & Implementation
Serve as the primary point of contact for clients during the implementation of the solution partner product.
Align product functionalities to meet the client’s operational goals and business requirements. Work with clients to identify key areas of impact and develops a comprehensive rollout plan for the product.
Facilitate discovery sessions with clients to define objectives, success criteria, and configuration needs.
Coordinate and manage implementation timelines, resource allocation, and deliverables across internal, solution partner, and client teams. Serve as the escalation point for all areas of the client experience,
Data Mapping & Integration
Oversee data-mapping processes between the client, SwitchThink, and the solution partner.
Ensure data accuracy and integrity throughout the transfer process.
Monitor, identify, and resolve data transmission issues using diagnostic tools and collaborative troubleshooting.
Partner with technical teams to develop and test integration solutions.
Client Success - Ongoing Support & Relationship Management
Act as the client advocate post-implementation to ensure continued satisfaction and product utilization.
Manage client escalations and work cross-functionally with internal teams and solution partners to resolve issues quickly and effectively.
Work with clients to understand their needs and challenges. Collaborate with internal stakeholders and the solution partner to determine opportunities to tailor solutions.
Facilitate regular check-ins and business reviews to drive client engagement and retention.
Stay informed of product updates and enhancements and communicate relevant changes to clients.
Establish and maintain strong relationships with clients, including executive level engagement, to ensure confidence, trust and satisfaction with SwitchThink.
Stakeholder Engagement
Collaborate with internal cross-functional teams and our solution partner to ensure alignment, the successful execution of the product and support.
Product Performance and Optimization:
Ensures key performance metrics aligned to the business plan are met.
Raises product issues / concerns early so they can be addressed in a timely manner.
Product Roadmap:
Provide leaders and our solution partner feedback on features and improvements identified based on business value, client feedback, and observation.
Define and manage processes and procedures to ensure repeatability of success. Maintain a focus on process improvement as it relates to product implementation and support.
What you will need:
Bachelor's Degree in Business, Computer Information Systems or related field preferred.
Equivalent Combination Of Education And Experience Required.
5 years of experience in client success, implementation management, or business systems analysis required.
3 years hands-on experience with data mapping, ETL processes, and working with data warehouses required.
1 years experience working with third-party vendors or as part of a reseller model preferred.
1 years experience working in Financial Services preferred.
Demonstrated ability to translate business needs into technical requirements required.
Excellent Organizational, Communication, And Interpersonal Skills Required.
Strong analytical skills with proficiency in Excel, SQL, or BI tools (e.g., Tableau, Power BI) required.
Excellent Collaboration Skills And Ability To Work Cross-functionally Required.
Excellent problem solving skills required.
Proficient with Microsoft Office Suite or related software needed to create reports, flowcharts, and logs required.
Self-motivated, results oriented required.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
