Senior Client Success Manager

This Senior Client Success Manager role at Tideworks will be responsible for the overall customer experience and client journey for a portfolio of clients, programs, projects and work orders, driving client adoption, retention, expansion and advocacy focused on our marine terminal operations and containers services.

To excel as a Senior Client Success Manager, you will be responsible for leading the delivery of Tideworks products and product-related services focused on our marine terminal and containers operations in a manner that is both profitable for Tideworks and exceeds the customer’s expectations in value, quality, and time to deliver. You will also collaborate with cross-functional teams including Marketing, our Technology committee, terminal operations management, in addition to senior leadership to execute on Tideworks’ go-to-market strategy and participate in pre-sales, sales, and post sales activities.

Directly related work experience from a similar position within the container terminal operations is highly desired for this position.

• Act as the account manager and primary commercial point of contact for clients, and manage portfolios of work orders, projects, and programs pertaining to accounts.
• Manage and track the profitability of projects related to clients within the portfolio.
• Drive expansion and growth through increased spend of current clients.
• Provide data and auditing oversight for monthly client invoicing.
• Create optimal post-sales experience in collaboration with Product Management, Engineering, and Leadership.
• Review and leverage client contract information to ensure Tideworks and the client meet contract obligations.
• Conduct portfolio management activities including alerting, escalating, and, when required, redirecting efforts to ensure client satisfaction.
• Recommend adjustments to activities related to items in the portfolio, all with the goal of Tideworks profitability and the client satisfaction.
• Lead at all stages of the client lifecycle and journey from pre-sales, to sales and post-sales.
• Implement retention programs and client-specific initiatives to retain clients and prevent client churn and revenue erosion.
• Collaborate with Product Managers to provide client and market feedback to shape product management and development.
• Drive adoption by helping the client understand how to attain value from purchased products/services driving immediate, ongoing, and consistent engagement.
• Strategize, and provide guidance towards plans for installation, configuration, implementation, upgrades, and patches of Tideworks products and services.
• Protect predictable, recurring revenue streams by helping to retain clients and prevent client churn and revenue erosion.
• Develop client risk mitigation strategies especially in high-value segments.
• Develop market, portfolio and client specific strategies and plans for success.
• Manage scope, change orders, budget and schedule of client engagements within the portfolio.
• Serve as a mentor and coach to Client Success Managers.
• Create and manage against objective and key results.