Client Success Manager

Chicago, IL, United States

Smithbucklin , a 650-person, employee-owned professional services company with more than 70 years of success serving the association market, is looking for a Client Success Manager to join our Information Technology Services (ITS) unit in Chicago . Our ITS unit provides technology strategy delivered via tactical specialty areas to help association clients best leverage technology to meet their organization's operational and strategic goals.

The Client Success Manager plays a crucial role in influencing the overall technology experience for multiple client associations and professional societies. This role is responsible for building strong relationships with their associations, understanding the overall technology vision, and implementing solutions to better serve the organization.

What You Will Do

Embrace a 100% client interface role with complete ownership and accountability for all client technology related needs

Identify customer challenges and proactively suggest better solutions and strategies.

Manage implementation of technologies that align with and advance client goals; match technology solutions to client needs and delegating tasks and projects to the appropriate IT resources

Ensure success of the project by taking ownership of deliverables and assist/perform analysis, testing, support, training, or other tasks as necessary.

Identify high-level client requirements and associated business cases and cost/benefit analysis

Facilitate clients through the resolution of business issues, leading to technical solutions

Communicate and manage internal and external implementation requirements and expectations.

Identification and management of risk, and overall delivery quality to ensure client satisfaction

Work with the development team to clarify and ensure adherence to business requirements; lead requirements analysis and verification

Perform final quality assessments on all client deliverables

Manage project budget to ensure timely, profitable delivery of service.

Create positive team spirit both within the internal team and with the client by providing innovative management and leadership while encouraging cooperation and communication

Assist management with special assignments, such as evaluating vendors, reviewing proposals, or other responsibilities as requested.

This Role Might Be for You If…

You exhibit a strong proficiency with Internet-related technologies, to include practical experience/knowledge of website architecture, web applications and how they interact with databases, and the latest trends in web applications

You possess strong interpersonal, written/verbal communication, and presentation skills

You have demonstrated success working in a team-based environment

You possess practical experience in writing requirements documents, use cases, process diagrams, flow charts, design documents, system support documents and user manuals

You have excellent business/system process skills, exceptional analytical and problem solving skills, and be able to clearly articulate solutions to end users

You have a successful history of working on multiple projects simultaneously and meeting projects deadlines on time and on or under budget

You are comfortable in technology environments and enthusiastic for learning new technologies

You have the ability for minimal travel (approximately 5%)

Basic Qualifications

Bachelor’s degree from an accredited four-year institution

2+ years of professional experience, to include experience in a relevant technical client-facing role

Must be a self-motivated team player with a positive attitude.

Preferred Qualifications

Degree with a concentration in Information Technology, MIS, Computer Science or Business is a plus

2+ years’ experience in customer success, account management, sales, strategic consulting or related field.

Knowledge, usage and/or management of membership, CRM or social networking systems is a plus

Practical experience/understanding of membership database systems and their database architectures

Understanding of the SaaS (software as a service) business and technology model is a plus

Strong analytic and problem-solving skills.

Trade or professional association experience

Where Do You Fit?

Whether you are just beginning your career or are a mid- or senior-level professional, working at Smithbucklin will offer you countless opportunities to develop transferrable skills, acquire meaningful knowledge and gain rich experiences at an accelerated pace. By working collaboratively with smart, ambitious, multi-talented, genuine and hardworking colleagues, you will build meaningful, deep and enduring relationships that will serve you well throughout your career, regardless of your chosen path. In addition, as a 100 percent employee-owned company, Smithbucklin offers all of our people – regardless of position or compensation – an equal chance to experience the fulfillment and reap the benefits of ownership. As owners, our employees control the destiny of Smithbucklin and are unified in the goal of building a great, enduring company.

Equal Employment Opportunity

At Smithbucklin, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of a reference and background investigation based on position.

Smithbucklin will not sponsor applicants for work visas and as a precondition of employment, you must be authorized to work in the United States permanently.

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