Client Success Manager
O.C. Tanner Open At a glance
Manager-level Customer Success role at O.C. Tanner. Utah-Salt Lake City-Headquarters · full-time · no salary stated · we estimate $85,000–$135,000 across the United States.
O.C. Tanner has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Own relationships with the largest clients, keeping their programs successful and partnerships strong over time
- Track client KPIs, spot needed changes, and make program decisions that support success and revenue
- Review contract obligations and negotiate important terms or extensions with clients
- Present strategic recommendations to client executives and lead discussions that clearly explain the rationale
- Coordinate internal teams, manage client projects, and coach colleagues on effective service practices
What you bring
- A bachelor's degree is required
- At least three years managing client success, ideally with SaaS accounts
- You bring project management experience, strong communication, and the ability to solve complex client issues
Who this fits
This manager-level role suits an experienced client success professional comfortable owning major accounts and guiding colleagues. You'll work in the Salt Lake City office Monday through Wednesday, with remote work available Thursday and Friday. Travel to client sites for strategic reviews is required.
From the employer
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. Join us as we help people all over the world thrive at work.
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 through Wednesday in office, option to work remote Thursday & Friday.
Join us as we help people all over the world thrive at work. Here is where we need you most:
The Client Success Management team has been created and tasked with providing focused attention to O.C. Tanner's largest clients. CSMs (Client Success Manager) are experienced, highly skilled professionals whose primary responsibility is to align O.C. Tanner resources to reduce risk, solve issues, and deliver high-quality results to deliver a strategic solution while maintaining a positive relationship with the client.
Essential Duties and Responsibilities
Personally accountable for the relationship and success of our largest clients
Understand different business environments and the issues that affect individual clients
Ensure contract compliance and negotiate key contract terms and extensions.
Make key decisions about the management and success of a client's program to improve partnership and revenue
Monitor client KPI's and determine needed change to improve program success
Present ideas, strategies and solutions to mid-level and senior-level executives to influence decisions
Lead meaningful strategy discussions with the ability to clearly and concisely "tell the story"
Mentor, train and lead others in effective client service principles and best practices
Solve problems, create efficiencies, and suggest process improvements
Manage projects with discretion and sound judgement, skill, and efficiency
Collaborate with other roles and departments across the company
Gain extensive understanding of client solutions and recognition objectives, and partner with O.C. Tanner sales team to help achieve success
Manage the day-to-day relationship with main client contacts of our largest clients
Develop solid relationships with clients to allow long-term partnerships to flourish (retention)
Provide exceptional technology expertise
Requirements:
Bachelor's Degree
3 years of experience in client success management and preference given to experience in managing SaaS accounts
Ability to multitask and process work quickly, efficiently, and accurately
In-depth knowledge of the systems and processes necessary for client management
Strong communication skills (email, phone, presentations)
Ability to work in a team atmosphere
Experienced project manager
Strong problem-solving skills
Ability to research complex issues and develop strategic solutions
Participate in continuous improvement (change)
Strong sense of pride and accountability to their jobs
Ability to adapt to change
Travel to client locations to conduct Client Strategic Reviews is required
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