Client Success Manager

Job Title Client Success Manager

Non-Exempt: Yes

Department: Client Service

Reports To: Client Success Program Manager

Work Hours: 8:00 AM-5:00 PM ET or 11:00 AM - 8:00 PM ET

About MuniBilling

MuniBilling provides a comprehensive Electronic Bill Payment & Presentment as a Service (EBPPaaS) for public and private municipalities, homeowner associations, and property management groups. We offer both subscription and flexible managed service solutions. We are experts in modernizing billing operations and are devoted to our client's success through implementation and beyond.

Headquartered in Greensboro, North Carolina, we have an informal, collaborative environment and understand the value of feedback and open communication. Full-time, competitive pay, great benefits (medical, dental, vision, life), 401k with company match, and a great work environment.

Role:

The mission of Client Success is to empower clients through proactive consulting to maximize the value of MuniBilling Solutions and expand the business relationship with clients. Client Success continually collaborates with all MuniBilling teams to formulate strategic value improvement plans and oversee complex issues.

The Client Success Manager contributes to MuniBilling Value Proposition by:

• Building and growing long-term trusting relationships with clients by showing and helping them maximize the value of the MuniBilling product and professional services
• Acting as the ambassador on behalf of all MuniBilling service delivery teams (Sales, Implementation, Engineering, and Managed Services) by identifying opportunities to expand business relationships continually and to deliver more value to clients
• Hosting Business Reviews (BRs) with frequency governed by the type of client account

Career Growth Opportunities:

MuniBilling offers robust career growth options that include vertical growth within a specific domain of subject matter expertise (SME) and career diversity across other disciplines of MuniBilling.

Essential Functions:

• Be a functional subject matter expert (SME) on all aspects of using the MuniBilling software application.
• Continually innovate ways to show clients how to maximize their value from the MuniBilling product and professional services.
• Build and grow long-term trusting relationships with clients by showing and helping them maximize the value of the MuniBilling product and professional services.
• Document and monitor clients’ engagement scores and risk potential
• Develop plans to progressively transform clients at risk to promoters and be referenceable as much as possible.
• Acting as the ambassador on behalf of all MuniBilling service delivery teams (Sales, Implementation, Engineering, Managed Services) by identifying opportunities to expand business relationships continually and continually deliver more value to clients
• Create and maintain user personas catalogs to help Sales and Marketing continually develop more effective campaigns to grow MuniBilling.
• Ensure client users keep current with the most current capabilities that can add value to streamline their production operation.s
• Secure statements of work or additional contracts where clients can benefit from MuniBilling professional services, including user training and Managed Services
• Collaborate with Marketing and Sales to create campaigns to educate users and decision-makers on expanding their relationship with MuniBilling.
• Collaborate with Implementation throughout the onboarding process to ensure each client has a pleasurable experience as they transition into production operation.s
• Facilitate Business Reviews with key clients.
• Identify and collaborate to resolve issues that may adversely impact the client’s production operations.
• Facilitate Root Cause Analysis (RCA) initiatives to apply timely corrective action and prevent a recurrence.
• Champion continuous improvements for clients’ billing operations
• Document requirements and engage Product Management with ideas to advance the capabilities of MuniBilling solutions
• Provide follow-up status to clients on both escalated issues and contracted services
• Empathize with the customer as you work to resolve their problem
• React positively to neutralize emotionally charged situations
• Gather and document feedback in the MuniBilling CRM when resolving customer complaints
• Seek confirmation to report praise about positive experiences with MuniBilling
• Track individual contribution to Client Success Key Performance Indicators (KPIs) and other Objectives and Key Results (OKRs) metrics.

Competencies:

• Excellent communication – verbal, email, and written formal business
• Adaptable presentation skills from end-user tactical training to facilitate strategic planning discussions
• A propensity for relationship-building with all types of personas
• Strong organization and persistent follow-up skills
• Knowledge of the utility billing industry, including competitors, value propositions, personas, etc.
• Excellent analytical, time management, and organizational skills to manage multiple tasks simultaneously
• Strong critical thinking and problem-solving skills with a passion for continuous innovation
• Ability to respond quickly to changing demands and escalated operational issues
• Proven ability to influence internal and external stakeholders and customer decision-makers
• Demonstrated ability to work effectively in a cross-functional environment with a collaborative mindset
• Emotional solid intelligence to convey empathy and patience with clients and MuniBilling team members
• Highly proficient in using standard desktop tools and search engines
• Passion for collaborating and supporting other team members deliver remarkable experiences for client stakeholders

Supervisory Responsibilities:

None

Required Education and Experience:

• Associate degree or equivalent Project Management certification
• 2 years of client success experience for a technology company, preferably a SaaS solution provider
• Knowledge of usage-based billing systems
• Experience with conducting business reviews
• Experience with retention and managing client renewals
• One year of experience using an ERP/CRM type tool or commercial Helpdesk software application, such as Jira or HubSpot
• Experience navigating complex software applications with speed and accuracy
• Experience working collaboratively with client stakeholders in support of complex software application

Preferred Education and Experience:

• Ability to adapt communication style to a wide variety of personalities and situations
• Skilled at soliciting feedback in both adverse and positive situations
• Technical Savvy to multi-task and navigate through computer systems and applications with speed and accuracy

Affirmative Action/EEO Statement

MuniBilling is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. MuniBilling is proud to be a drug-free workplace. However, screening tests for alcohol and illegal drugs may be performed on applicants and employees as a condition of employment or during employment.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. In addition, duties, obligations, and activities may change at any time with or without notice.