Senior Client Success Manager

Senior Client Success ManagerWe are looking for a full-time, remote Senior Client Success Manager with 7+ years of experience working in a software, technical recruiting, or technical outsourcing client services role. This role combines client advocacy with revenue responsibilities, focusing on retention and growth within existing client accounts.This individual will build loyalty and long-term engagement with our clients driving strategy and execution within client retention programs, account reviews, health checks, cross-sales, issue resolution, interview management, KPI tracking and administration, and more.Reporting to the Head of Client Success, you will advocate for the client across all of Velozient and will play an integral role in our service delivery team.ResponsibilitiesDevelop strong client relationships built on high responsiveness and advocacyServe as the primary owner of account growth plans, including retention, expansion, and long-term account valueIdentify and close new sales opportunities within existing accounts, build job descriptions when necessary, and kick off new job recruiting effortsPlan and execute successful client retention programs that drive loyalty and satisfaction measured by NPS and CSAT respectivelyReview and submit candidates for open client jobsCoordinate candidate interviews and gather feedback communicating next steps within the People Success (a.k.a., recruiting) and Account Management teamsCollaborate with account managers on key account activityConduct client onboarding sessionsPerform periodic health checks and ensure new resources are onboarded successfully with the clientCollaborate with People Success in investigating and resolving resource issuesProvide needed service information to clients including resource holiday calendars and answer general client inquiriesCoordinate and contribute to annual account review preparation and executionExhibit high integrity, a self-starter approach, and commitment to owning work outcomesRequired ExperienceExcellent English verbal and written communication skills with the ability to lead executive-level conversations7+ years of experience in Client Success, Account Management, Client Services, or a related customer-facing role within recruiting, staffing, SaaS, or professional services environments focused on software/technologyUnderstanding of software development lifecycle (SDLC) process and related technical rolesProven ability to build and maintain long-term, trusted client relationships across multiple stakeholder levels, including senior leadershipProven experience growing revenue within existing client accounts through cross selling or account expansionStrong background conducting client onboarding, health checks, and business reviews to ensure successful outcomes and long-term engagementExperience collaborating closely with Sales, Recruiting/Delivery, Operations, and Finance teams to drive client success and account growthData-driven approach to managing accounts, including tracking KPIs, NPS, CSAT, retention, hiring velocity, and revenue growthComfort managing complex client environments, navigating change, resolving issues, and balancing client advocacy with business objectivesStrong, innate desire to advocate for the clientStrong organizational skills, accountability, attention to detail, and multi-tasking backgroundProficiency with Microsoft Office Suite (i.e., Outlook, Excel, Word, and PowerPoint)Self-motivated, results-oriented, accountable, and trustworthyPreferred ExperienceBachelor's degree in business, marketing, computer science, or a related fieldExperience selling IT, software development, or outsourcing servicesExperience working with Applicant Tracking Systems (ATS) and Customer Relationship Management (CRM) systemsAdditional InformationEnjoy a fun, fast-growing entrepreneurial company, and work with smart and creative peopleBe part of a highly collaborative learning culture - share knowledge, be inclusive, learn and grow together. Embrace teamworkKnowing your ideas are heard and matter - think bigMaking mistakes is human - lets learn from them - be transparentWe recognize you as an individual - no presumptions or judgment15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidaysAbout VelozientWe are a privately held, nearshore software engineering company providing outsourced software resources to North American companies. Our mission is to offer engineering talent that enjoy taking on challenging work, want to grow their skills and experiences building and delivering software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team