Client Success Manager

Anchor is seeking an experienced Client Success Manager

Salary: $75,000-$80,000

Anchor is seeking an experienced Client Success Manager to join our team in the enterprise ticketing space. The ideal candidate will be responsible for managing the end-to-end implementation process from contract, to building to training, to transitioning the client to the customer support team.

About the Opportunity:

As the Client Success Manager, you will be instrumental in onboarding Operation & Reservations Tech System / Anchor Operating System clients onto the platform. You will manage the end-to-end implementation process from contract, to building to training, to transitioning the client to the customer support team. The role often requires the comprehensive demonstration of our software product (the Anchor Operating System) to technical and non-technical audiences. In addition, this position communicates project status of new launches to the organization and to clients.

sential Duties & Responsibilities:

• Establish and track the clients' progress as they move from step to step through our implementation process.
• Customer Centric Focus with an ongoing desire to meet the needs of our customers both internally and externally.
• Organize and lead client implementation meetings to ensure schedule adherence, including the Implementation Kick-off Meeting that starts our implementation process.
• Provide weekly status updates to the clients and to internal stakeholders announcing any successes or blockers to achieving go live date.
• Coordinate the communication cadence with the client throughout the implementation process and transition to Support.
• Serve as a liaison between sales and product, with the purpose of removing technology-related objections.
• Track KPIs to help identify where we can optimize our process.
• Update all applicable property configuration settings and templates for the client.
• Lead all training sessions with the clients and applicable departments.
• Provide on-site support to clients during launches.
• Collaborate with sales representatives to ensure all aspects of the sale are aligned.
• Ensure total customer satisfaction with the customer's implementation experience.
• Offer additional features to the client throughout the onboarding process.
• Involved in determining the root cause of customer issues and assisting in corrective action.
• Provide technical training to clients, internal Sales team members, operational teams and communicate customer feedback for future product developments.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.
• Maintain working knowledge of the Anchor Operating System and all new releases.
• Additional job duties as assigned.

REQUIREMENTS & QUALIFICATIONS

Requirements & Qualifications:

• BA / BS degree in a related field such as business, information systems, project management or related area or demonstration of equivalent knowledge, i.e. PMP certifications.
• 3 years of experience in a Project Management, Business Operations on Implementation role.
• Use of project management tools, and other tools such as Salesforce, JIRA, and Confluence are all excellent additions.
• Relevant experience in implementation and project management of an implementation through a formal project management process.
• Excellent organizational, interpersonal, and leadership skills. Confident, clear, and dynamic communicator; outstanding communication (verbal and written) and presentation skills with the ability to address both executive and technical audiences required.
• Strong problem solving skills: must be capable of accurately assessing needs, maintaining a calm, focused business demeanor, and taking quick action to resolve issues.
• Ability to adapt to changing goals based on customer demands and market conditions while working with sales and product development teams.
• Ability to distill feedback from customer demands and market conditions into actionable recommendations internally.
• Experience working with Point-of-Sale, SaaS, web application and e-commerce technologies will be an advantage.
• Experience working in Customer Success, technical support, or development is a plus.
• Ability to quickly learn new technologies and have an ongoing desire to stay current with the latest technologies.
• Strong analytical skills and ability to translate complex requests into concrete business recommendations for product development with the goal to optimize revenue-generating investments.
• Experience creating and maintaining custom reports and dashboards.
• Distinctive problem-solving, strategic and analytical capabilities with a strong track record of setting and delivering against measurable metrics.
• A self-starter, capable of working in a fast-paced environment.
• Highly efficient team player, with the ability to also work independently in a fast-paced, fluid environment.
• Process and quality-oriented with sharp attention to detail.
• 40% travel required.
• Excellent verbal and written communication and presentation skills.

EEO

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Pursuant to the San Francisco Fair Chance Ordinance and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

Hornblower is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hrsupport@horblower.com, or you may call us at 415-635-2285.

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