Client Success Manager: Mid Market Accounts

Role Overview:

As a Client Success Manager for Mid Market Accounts, you will be the primary point of contact for our mid market clients, ensuring their success and satisfaction with our software solutions. You will build and nurture strong, long-term relationships, understand their unique needs, and deliver tailored strategies that drive adoption, engagement, and growth. Your role is pivotal in turning our clients into passionate advocates for our products and services.

Objectives:

• Cross-Functional Collaboration: Work in tandem with our sales, support, and client operations teams to successfully grow and retain our mid market accounts. Ensure seamless coordination to maximize client satisfaction and drive collective success.
• Long-Term Partnerships: Build and strengthen client relationships to achieve long-term partnerships. Focus on increasing software adoption and collecting relevant feedback to continuously enhance the client experience.
• Client Records Management: Maintain accurate and detailed client records, including dashboard performance, meeting notes, upcoming events, and action items. Ensure all client interactions and progress are well-documented and tracked.
• Goal Alignment: Work with your supervisor and other team members to ensure that client growth goals and KPIs are met. Collaborate to align strategies and actions with overall business objectives.
• Product Expertise: Develop a thorough understanding of our software platform, including products and services, to achieve the highest level of revenue and success for our clients. Leverage this knowledge to drive client engagement and satisfaction.

Essential Functions:

• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software.
• Provide a high level of customer service for all issues and requests.
• Meet individual and team performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model.

Responsibilities:

• Client Relationship Management: Develop and maintain deep, strategic relationships with clients to ensure they derive maximum value from our product. Act as a trusted advisor and primary point of contact for client inquiries and concerns.
• Client Communication: Communicate with clients at designated touchpoints (a minimum of quarterly) to proactively share product updates, performance thus far, and tips on using the software to its fullest potential. Assist with or host Q&A sessions for new clients on an ongoing basis to meet business demands.
• Strategic Planning: Work closely with clients to understand their business goals and challenges. Collaborate with internal teams (sales, success, and operations) to develop and implement plans that align with their objectives and drive long-term success with our products.
• Performance Monitoring: Track client usage, adoption rates, and overall satisfaction. Analyze data and provide actionable insights to clients and internal teams to enhance product value and address any issues proactively.
• Problem Resolution: Address and resolve any client issues or concerns promptly and effectively. Respond to client communications within 24 hours. Collaborate with internal teams to ensure timely resolution and client satisfaction.
• Retention and Growth: Drive client retention and identify opportunities for increasing adoption. Develop strategies to enhance client retention and expand their use of our product.
• Feedback Loop: Collect and communicate client feedback to product development and other relevant teams to influence product improvements and enhancements.
• Reporting: Prepare and deliver regular reports on client health, engagement metrics, adoption, and pivots. Proactively identify areas of improvement and implement strategies to shore up weaknesses, strengthening clients’ understanding of the process and appreciation of the product. Share insights with internal stakeholders to support business growth and client satisfaction.
• Event Participation: Attend trade shows, conferences, and site visits with sales team members to promote PetScreening services to new and existing clients. Conduct onsite visits with current clients to explore growth and adoption opportunities (no more than 20% travel required)

Qualifications:

• Experience: Minimum of 1 year of experience in client success, account management, or a related field within the SAAS industry, preferably in a tech or pet care environment.
• Skills: Strong interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels. Excellent problem-solving and analytical abilities, time management, and organizational skills.
• Knowledge: Understanding of SAAS business models and customer success strategies. Familiarity with pet care industry trends and challenges is a plus.
• Technical Proficiency: Comfortable with software applications and tools, with the ability to quickly learn and master new technologies. Experience with CRM systems and data analysis tools is preferred.
• Education: Bachelor’s degree in Business, Marketing, or a related field. Relevant certifications or additional qualifications in client success or account management are a plus.

About PetScreening

Our Vision:  

PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.

Our Mission:  

PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests. 

What We Do:

PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals.

Our Culture:

PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area).  Our large office provides space for independent, team, and large group collaboration within several different types of work spaces.  Our casual office environment encourages our employees to bring their pets to work.  We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.

Benefits Offered:

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.  
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Paid Family/Military/Bereavement leave
• Pet friendly office