Client Success Manager

Position Purpose

The Client Success Manager role is a service delivery position focused on client service and retention, rather than business growth and development. In this role you will achieve world-class levels of client support, value orientated usage, retention, and client loyalty, ensuring clients use and receive value from their purchased ITRG

services.

Duties & Responsibilities

• Proactively build, develop and manage relationships with existing Members (ranging from senior C-level executives to more junior professionals) over the phone to ensure that they are engaged and getting the highest return on their investment.
• Partner with Sales Executives to manage and retain client relationships and build Member loyalty.
• Becoming a strategic partner to Members by keeping up to date with their key challenges and opportunities. 
• Drive continuous Member usage of the services purchased by ensuring the connection of key business decisions and initiatives to ITRG expertise.
• Be the main point of contact for any support Members require with their ITRG service.
• Understand and capture how the Member measures value and ensure this is over-delivered throughout the contract lifecycle.
• Continually stay abreast of new ITRG product offering.
• Regularly meet and engage with Members virtually to understand their business priorities and recommend a program of action that drives high value, client retention, and client return of investment (Key Initiative Plan).
• With the Sales Representative, onboard new Members and introduce their purchased ITRG services and capabilities. Work with Sales Executives to ensure transition of any uncovered upsell or cross-sell opportunities.
• Collaborate with internal ITRG colleagues to maximize the value ITRG delivers to Members.

Education & Experience

• 3+ years of Account Management, Acquisition or Customer Success experience, with a proven track record of success.
• Experience working in the IT Research, Advisory, and/or SaaS service delivery market (asset not must-have).

Skills

• Critical Thinking: Ability to assimilate complex information, determine optimal resources available (ITRG Research and/or Analyst interactions), and communicate this in a simple way.
• Internal and external communication: able to deliver the Info-Tech value proposition to Members in a clear, concise manner.
• Ability to prioritize and handle multiple requests concurrently.
• Goal setting: Sets own goals around conversations that demonstrates a commitment to professional development; takes ownership of own performance; manage goal attainment; able to set reasonable goals; monitor progress and communicate/ask for help when off-pace for goal attainment.
• Active listening: Able to identify client needs; asks great questions & listen.
• Bilingual proficiency in French, Spanish or German is good to have to support our diverse client base across North America and globally.

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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