First Orion is seeking a Senior Client Success Manager (Sr CSM) to serve as the primary operational owner for assigned accounts for First Orion Solutions. This position sets the direction for the account, manages client expectations, participates in account planning, and works with all appropriate production, product and sales resources to help with client management for production. The Sr CSM works closely with the Client Engagement Team to ensure successful delivery of contracted services, scope and manage change, and communicate issue status and resolution. This position works closely with the Product Team to assess impact and communicate product release details. This position mentors less experienced team members.

The Sr CSM must be able to build trust and rapport with clients. This comes from working with integrity and a sense of urgency to continually strive for the client’s success. It means doing what you said you would do within a reasonable time. This position is the primary voice of the client to the rest of the FO organization. The Sr CSM must balance the client’s wellbeing with the best interest of FO. This position is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The Sr CSM goes to bat for client needs within the walls of FO as a constant advocate to help clients and FO succeed.

When there is difficult news to deliver to the client, and there certainly will be, the Sr CSM does not delay but jumps into the fray. We never want the client to come to FO with an issue when we know about it ahead of time. The Sr CSM needs to communicate quickly and clearly about the problem and speak to the measures being taken to resolve the issue. The Sr CSM should be seen as an integral part of the client’s extended team, a trusted advisor, and a critical component to the client’s ability to succeed.

What you'll be doing:

• Primary point of contact for clients and first contact for escalations from clients
• Ensure quality delivery of all contracted services and solutions
• Ensure First Orion and clients adhere to contractual obligations; manage to contract for incremental scope (change control)
• Drive the definition of requirements for account-related projects, manage scope, deliverables, timelines, and communicate status
• Develop trusted advisor relationships with key client stakeholders
• Provide exceptional onboarding experiences to clients
• Customer Portal training
• Be aware of key client metrics (e.g. subscriber KPIs, volume trends and anomalies)
• Ensure your client(s) are achieving value from First Orion solutions
• Manage and communicate issue status and resolution
• Interface with the Product Team for release management details to appropriately communicate to clients
• Collaborate with the Account Management Team to identify and grow opportunities within the clients
• Interface across all First Orion lines of businesses and teams as needed
• Prepare for and lead client status meetings
• Own preparation of operational metrics for the Business Reviews
• Clearly communicate the progress of initiatives and projects to internal and external stakeholders

What you'll need:

• Bachelor’s degree in Business Administration or a related field, or 4 years of relevant professional experience
• 5+ years of experience specifically in a client management or client success role
• Experience training others
• Marketing or Digital Campaign Management Experience
• A passion for client success and advocacy
• Excellent communication skills
• Exceptional organizational skills
• Driver mentality with the ability to work in a fast-paced environment
• Technical aptitude

Bonus Points:

• Consulting experience
• Telecom/Mobile experience
• Product knowledge in mobile solutions
• Team management experience
• Client billing experience

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. 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. Activities, duties and responsibilities may change at any time with or without notice, based on the changing needs of our business. At this time, we are not able to sponsor visas, such as H-1B, for this particular position. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.