O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies.

Hybrid Work Schedule-Monday thru Wednesday in office, Thursday & Friday option to work from home.

Join us as we help people all over the world thrive at work. Here is where we need you most:

Overview

We have an exciting opportunity for an experienced Client Success Manager to join our Signature Team, working with some of the world's largest and most admired companies. The Client Success Manager will oversee daily operations for O.C. Tanner's most strategic clients, ensuring client retention through proactive guidance and support throughout the customer lifecycle. This role involves close collaboration with Client Strategists and Sales to maximize the impact of our recognition solutions and enhance customer satisfaction.

Responsibilities:

• Primary Point of Contact: Serve as the day-to-day single point of contact for program administrators, managing and leading operational excellence for client solutions.
• Resource Alignment: Coordinate internal resources to deliver high-quality results, anticipate client needs, mitigate risks, resolve issues, and maintain strong client relationships.
• Client Understanding: Gain a deep understanding of clients' unique business and program objectives, leveraging expertise in recognition and O.C. Tanner's products to guide clients in optimizing the platform for maximum impact and results.
• Decision Making: Make key decisions regarding the management and success of client programs, utilizing business and technical acumen along with advanced data analysis skills.
• Feedback Monitoring: Monitor customer feedback, identify needs, provide tailored solutions, analyze data, and create detailed reports and presentations.
• Project Management: Manage client-specific projects with meticulous attention to detail and ensure timely delivery.
• Client Advocacy: Advocate for clients and appropriately prioritize their requests.
• KPI Achievement: Meet all defined KPIs.
• Change Facilitation: Foster change to continually elevate support for our largest clients.
• Retention Catalyst: Act as a catalyst for 100% client retention and achieving a world-class NPS score.
• Additional Duties: Perform other duties as necessary to support clients and the team.

Skills:

• Client-Centric Mindset: A strong focus on client needs and satisfaction.
• Proven Account Management: A track record of exceptional results in account management.
• Leadership and Organization: Exceptional leadership and organizational skills.
• Prioritization: Ability to evaluate and prioritize tasks effectively.
• Data Analysis: Advanced data analysis skills.
• Business and Technical Acumen: Advanced understanding of business and technical aspects.
• Adaptability: High capacity to thrive in a fast-paced environment.
• Communication: Excellent communication skills.
• Problem-Solving: Ability to troubleshoot and develop actionable plans.

Requirements:

• Bachelor's Degree.
• A minimum of 3 years of experience in client success management, with preference given to candidates with a background in managing SaaS accounts.
• Deep working knowledge of Microsoft Suite, with an emphasis on Excel and PowerPoint.
• Willingness to travel occasionally to client locations.
• Availability to work in-office Monday through Wednesday, with the flexibility to work remotely on Thursdays and Fridays.
• Occasional in-office Thursday and Friday work is required.