Note: The job is a remote job and is open to candidates in USA. Rivial Data Security provides software and services that support comprehensive cyber Governance, Risk, and Compliance programs. The Customer Success Manager manages the client lifecycle, implementation, business-goal alignment, client health, issue resolution, retention, and expansion while serving as the client advocate internally.
Responsibilities
- Manage the client lifecycle from contract signing through decommissioning, including kick offs, project coordination, ongoing communication and education, and related activities
- Build and execute client success plans aligned to each client’s operations and business goals, updating as Solutions are implemented and individual projects and tasks are performed
- Manage and report on client health Key Performance Indicators (KPI) through tooling and interactions to identify churn or operational risks
- Identify and manage client champion changes, communicating and coordinating internally and with the client for onboarding, training, and ongoing support
- Identify and field client issues, coordinating internally and with the client to mitigate and resolve issues as they arise
- Partner with Account Executives to identify expansion opportunities, ensuring clients feel supported and are retained year over year
- Assist in the creation and management of client-facing playbooks, one sheets, and platform guides
- Assist in the initial and ongoing configuration of the client tenant within the Rivial Platform, as well as partner services, including user and framework setup and troubleshooting
- Assist in the initial and ongoing coordination of Rivial partners involved with performance and delivery of services
- Assist in the tracking of Solutions team KPIs
- Assist with Solutions Team capacity management by tracking project scheduling and consultant-to-client assignment
- Act as the voice of the client to internal teams to assist in identifying and prioritizing client requests for functionality and solutions
Skills
- Solid verbal and written communication skills, organizational skills, and attention to detail
- Ambitious and goal-oriented, with initiative to work until job is complete
- Ability to maintain composure and professionalism in an interrupt-driven environment
- Ability to manage multiple and changing priorities/tasks
- Ability to simultaneously manage multiple diverse client requests
- Ability and initiative to work collaboratively or independently as a given situation dictates
- Ability to work remotely and produce consistent results under minimal supervision
- Solid documentation experience with Microsoft® Word, Excel and PowerPoint
- Minimum 5 years' professional experience in Client Success Management or a related field
- Bachelors Degree
- Must be a US Citizen
Benefits
- Remote role
- Up to 10% of time traveling for client meetings and Rivial events
Company Overview