What are the responsibilities and job description for the Client Success Manager position at Northwest Center?
The Employment Transformation Collective (ETC) from Northwest Center is looking for a Client Success Manager to join our growing Accessibility Partner Service Program. Join our work in the pursuit of building a more accessible workplace inclusive of people of all abilities. If you are looking for an opportunity to play a pivotal role in developing the foundation and expansion of workplace accessibility across diverse industries – this could be an exciting opportunity! Professionals with disabilities are encouraged to apply. We are committed to meeting your access needs throughout the application process and during employment.
As the Client Success Manager, you will oversee the day-to-day operations of the Accessibility Partners Service for our Accessibility Partners (APs) and clients. Key responsibilities include managing client relations, supporting APs, ensuring quality assurance, training, and offering active client support. A successful candidate will possess strong skills in employee and client relations, an analytical mindset, and a deep understanding and commitment to anti-ableism and disability justice.
About ETC and the AP Service
The ETC is a new B2B offering from Northwest Center. The ETC provides businesses with the professional services necessary to create anti-ableist workplaces where all employees can thrive. This includes assessment, consulting, training, and coaching, and our flagship offering: Accessibility Partners Service.
By sourcing, training, and managing Accessibility Partners (AP), the AP Service enables employers to accommodate disabled employees and dismantle barriers to equity. APs provide virtual or in-person workplace support to employees with a range of disability, from vision loss to mobility impairment. APs partner with clients with disabilities by mitigating and circumventing technological and physical barriers to equity.
The ETC and AP Services remove the burden of workplace transformation and accommodation implementation from the disabled employee. Be a part of something new, exciting, and long overdue!
Learn more about our Employment Transformation Collective and The Accessibility Partner service here: https://etc.nwcenter.org/
Schedule: Monday-Friday, Full-Time
Location: Hybrid Remote; Office in Renton, WA
Starting Wage Range: $35.00 - $38.50 per hour | Full Wage Range: $35.00 - $45.60 per hour
Benefits:
- Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life insurance
- 17 Accrued Paid Time Off Days Annually
- 7 Paid Holidays 2.5 Days of Floating Holiday; 5 Floating Holiday days annually after one year
- Retirement 401(K) with a company match
- Employment Assistance Program (EAP) via Spring Health
- Mental Wellness Program including six free therapy sessions per year
- Physical Wellness Reimbursement Program - $25 per month
- Student Loan Contribution Program - $50 per month
- Pet Insurance Discount Program
- Highly skilled, dedicated, and collaborative team
- Opportunity for career development with our NWC Mentorship Match program
- Mileage Reimbursement
Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/
Key Responsibilities:
Client Relations
- Facilitate day-to-day communication between clients, APs, and NWC
- Tailor services to meet client needs and expectations
- Build and maintain strong client relationships, ensuring open communication and trust.
- Gather feedback to ensure continual client satisfaction
- Manage client service intakes, track service usage, and proactively identify new needs
Accessibility Partner (AP) Management
- Provide hands-on support and immediate feedback
- Foster a supportive and collaborative environment
- Develop and communicate resources, news, and training
- Identify training needs and support for continual growth and top-quality service
- Serve as an AP for client coverage when necessary
- Ensure timely deliverables and contract compliance
Compliance and Equity
- Collaborate with the Sr Account Manager to meet all contractual SLAs
- Oversee task completion such as timecards and data entry
- Standardize data entry and generate reports for the Sr Program Manager
- Provide recommendations based on observations to improve processes and outcomes
- Actively champion an equitable and inclusive environment for all APs and clients
Risk Mitigation
- Address immediate issues raised by APs or clients swiftly
- Review data and feedback to identify and mitigate potential risks
- Proactively address future risks specific to the vendor
Growth and Development
- Identify and solve day-to-day operational issues.
- Use data to find new needs, gaps, and opportunities for improvement.
- Leverage AP observations and feedback to enhance operations.
Qualifications:
- Minimum of one (1 ) years of demonstrated proficiency and ability to learn and use accessibility software in disability-related work and/or through lived experience
- Two (2 ) or more years of people management or leadership experience with demonstrated onboarding and/or training experience
- Two (2 ) or more years of work experience in a relevant field
- Demonstrated proficiency in technology, including MS Office Suite and video conferencing tools such as Teams, Zoom, Chime, WebEx, etc.
- Ability to set, manage, and complete objectives for yourself and others
- Strong interpersonal communication, ability to work independently and as part of a team
- Excellent critical thinking, flexibility, problem-solving, and ability to see the “big picture”
- Willingness to travel, occasionally
- Commitment to Disability Justice, disability inclusion, and continued education on the needs of disabled employees. Dedication to anti-ableist business and managerial practices while fostering an inclusive, and accommodating program culture
Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at jobs@nwcenter.org.
At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion toward a day when people of all abilities can learn and work together.
We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans’ status.
Salary : $35 - $39
