***EXPERT CLIENT SUCCESS MANAGER***
Remote Role
The Client Success Manager (CSM) serves as the voice of the client to Altera and the voice of Altera to the client.
Overview
The CSM seeks to ensure robust adoption of solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. To accomplish these goals, the CSM partners with our clients and internal Altera stakeholders to ensure remarkable client experiences with our products and services through a combination of strategic roadmap planning and tactical execution of actions necessary to support operations. The CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the Altera solutions footprint.
Responsibilities
- Serves as the primary operational contact point with the client to ensure an extraordinary experience with Altera products and services
- Leads complex collaborations of client and Altera (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) teams to ensure alignment and agreement to goals and supporting action plans
- Maintains internal client updates using Client Spotlight and/or required reporting mechanisms
- Creates/maintains complex client facing executive dashboard for monthly operational review
- Facilitates Strategic Roadmap Planning for complex current and future projects - aligning Altera solution releases with client strategic priorities
- Ensures oversight, visibility, and tactical coordination of complex Altera Services Initiatives
- Ensures client regulatory preparedness as it relates to Altera solutions
- Delivers client communications on potential business-impacting items, including Industry/ Altera news, release plans, planned outages, and Major Incidences
- Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc.
- Supports client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans
- Identifies and grows reference accounts, including sharing client success stories and outcomes improvements
- Participates actively in client Quarterly Business Reviews (QPRs)
- Provides advanced consultative insights into the client growth plan led by the AOE
- Provides support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
- Facilitates complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes
- Drives client prioritization with escalated issues in support
- Mentors/provides guidance to less experienced Client Success Managers
Qualifications
Academic and Professional Qualifications:
Bachelor's Degree or equivalent technical/business experience
Experience:
- 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience
- Knowledge of our Paragon solution preferred
- Strategic Thinking / Thought Leadership
- Client Health Awareness & Management
- Client Advocacy
- Altera Market and Product Awareness
- Client Expectations Management
- Initiative
- Analytical Proficiency
Travel Requirements
Up to 25% travel may be required
Working Arrangements
This is a remote position in the U.S.
