ITA Group creates unforgettable events and engagement experiences for some of the world’s leading brands. We’re looking for a Client Success Manager to join our team.
About the Rol
e
We're looking for a proactive, strategic Client Success Manager to support clients using ITA Group's employee experience, recognition and engagement technology platfor
m.In this role, you'll manage a portfolio of clients and serve as their trusted advisor throughout the client journey. You'll help organizations maximize adoption, analyze engagement trends, troubleshoot issues, identify growth opportunities and ensure clients achieve their employee engagement goal
s.
We're seeking someone with experience in SaaS client success who understands how to manage client health, drive product adoption, leverage data to make recommendations and partner with cross-functional teams to deliver an exceptional client experience. If you enjoy building relationships, solving problems, analyzing data and helping clients get the most value from technology, we'd love to talk with y
ou.
What You'l
l Do
Own Client Relation
- shipsServe as the primary point of contact for a portfolio of cli
- ents.Build trusted relationships with HR leaders, employee experience teams, program administrators and executive stakehol
- ders.Guide clients through their client journey, from implementation through ren
- ewal.Conduct regular client meetings, business reviews and strategic planning discuss
- ions.Act as an advocate for your clients while balancing business priorities and platform capabili
ties.Drive Customer Success and Platform Ado
- ptionMonitor customer health, engagement and adoption metrics to identify risks and opportuni
- ties.Proactively engage clients when participation, recognition activity or platform utilization trends ch
- ange.Use customer data and platform insights to make recommendations that improve employee engagement and program perform
- ance.Help clients develop strategies to increase employee participation, manager engagement and overall platform v
- alue.Partner with clients to achieve business outcomes and demonstrate return on invest
ment.Troubleshoot and Solve Pro
- blemsInvestigate and resolve client issues related to platform functionality, configuration and adop
- tion.Partner with Product, Development and Technical Support teams to address client conc
- erns.Document, escalate and track bugs and enhancement requ
- ests.Communicate technical concepts clearly to both technical and non-technical audie
- nces.Navigate ambiguity and independently drive issues toward resolu
tion.Leverage Data and Ins
- ightsAnalyze usage, recognition activity, participation trends and engagement met
- rics.Translate data into actionable recommendations for cli
- ents.Prepare and deliver executive-ready reports and Quarterly Business Reviews (Q
- BRs).Identify opportunities to improve client engagement, retention and long-term suc
cess.Create Client-Facing Reso
- urcesDevelop client communications, training materials, support documentation, tutorials and best-practice resou
- rces.Help clients educate employees and leaders on platform features and functiona
- lity.Support change management and adoption initiatives within client organizat
ions.Support Retention and G
- rowthMonitor account health and proactively address r
- isks.Partner with Sales and leadership teams on renewals, expansions and cross-sell opportuni
- ties.Help ensure clients continue to see measurable value from their investment with ITA G
- roup.Contribute to client retention and long-term account gr
owth.
What We're Looki
ng For
Required Qualifi
- cations3+ years of experience in Customer Success, Client Success, Account Management, Customer Experience or a related client-facing Saa
- S role.Experience managing a portfolio of business c
- lients.Strong analytical skills and ability to interpret data and
- trends.Experience conducting business reviews and presenting recommendations to c
- lients.Strong problem-solving and troubleshooting abi
- lities.Exceptional written and verbal communication
- skills.Ability to work independently and manage multiple priorities in a fast-paced envir
onment.
Preferred Qualif
- icationsExperience within SaaS, HR technology, employee engagement, recognition, rewards or employee experience pl
- atforms.Experience with Totango, Gainsight, ChurnZero or simila
- r tools.Experience using CRM systems such as Salesforce or
- HubSpot.Familiarity with ticketing and development workflows including Jira or simila
- r tools.Experience creating training content, support documentation or client-facing re
- sources.Experience working with product, development or technical suppor
t teams.
Success in
This RoleThe ideal cand
- idate is:
- ProactiveCurious and a
- nalyticalComfortable with
- ambiguityTechnically savvy without needing to be a
- developerSkilled at building relationships and influencing sta
- keholdersAble to translate data into meaningful business recomm
- endationsMotivated by helping clients achieve measurabl
e results
