Customer Success Manager Ezra

Operations United States


Description

 

 

Customer Success Manager, Ezra (WorkLife Labs)

Reporting to: Global Operations Director

Location: North America

A Bit about WorkLife Labs

Worklife Labs is focused on building the careers and learning solutions for the next generation. We are a unit that sits under the LHH umbrella and forms part of the accelerated growth strategy.

 

What is Ezra?

Our first venture, Ezra, allows our clients to scale coaching services to a larger mix of employees through a new digital platform.

 

The Role

Ezra is real and live, with paying clients on the platform, and a very active sales pipeline.

 

To aid our rapidly expanding growth, we are looking for a pro-active, energizing Account Manager to support client management efforts, from supporting efforts to close prospective clients to onboarding clients and managing existing accounts.

 

This is an exciting new role with significant stretch opportunity, with the individual expected to play a critical role in Ezra’s current and future growth.

 

Key Accountabilities

      Provide effective and proactive first-level service to the Ezra prospective and existing accounts, supporting the overall retention and expansion of account relationships

      Project manage the client onboarding set-up, from close to launch date collaborating with key functions that play a role in the implementation process

      Effectively support sales, product, operational delivery and finance functions

      Oversee all reporting requirements at account level during the Ezra Program

      Key day to day relationship contact for our client stakeholders

CSM Key Activities

Sales and Operational Support

      Manage information flow between sales and delivery (bridge from sales to delivery)

      Develop a complete understanding of the contract and project requirements to ensure ease of implementation

      Coordination and attendance at client onboarding meetings to define key milestones and communications

      Work in partnership with our Coaching Solutions team to onboard the relevant coaches based on the clients objectives and needs

      Host regular coach and participant training sessions in the lead up to a new program launching and post go live to extract themes and insights

      Daily use of Ezra project management tool to ensure the timely implementation of new programs

      Maximize adoption and engagement of all Ezra participants

      Provide daily support to the Ezra Team as needed

      Help Ezra evolve existing and new processes that will enhance the client and participant experience

      Execute production and delivery of client reporting needs, utilizing Ezra’s Reporting Capabilities

      Assist in the development of client-facing materials and collateral as appropriate (e.g., proposals, presentations, Annual and Quarterly Reviews)

      Stay well-versed in and be able to explain and articulate Ezra’s Product and Platform capabilities

Account Retention & Expansion

      Proactively plan and prepare for client reviews, compiling account reporting including PPT presentation and data analysis to provide data insights and trends

      Utilize key metrics to identify ways to recognize and capitalize on opportunities within assigned accounts

      Develop, foster and maintain client relationships to ensure account retention

      Participate in all aspects of Ezra sales community (training, systems, processes)

      Proficiency in SFDC and consistency in managing and updating SFDC

 

Required Experience/Characteristics

      Experienced project manager with proven experience in a customer success role

      Willingness to work in a fast-paced startup environment and comfort around operating with an element of ambiguity

      Critical thinking skills: ability to problem solve independently and quickly

      Confident, accurate and clear communicator

      Self-starter able to operate in a high pressure, deadline driven, virtual environment

      Ability to influence others without direct authority and, at times, challenge the status quo

      Proficiency in MS Office Suite

      Knowledgeable of marketing/sales messaging principles

      Passionate about clients and participants needs