Stoneridge Software Looking for Client Success Manager at Denver, Colorado Full Time

Stoneridge Software began with an idea: How can Microsoft implementations be done better? After considering the idea and continually seeing the need for a business partner who could successfully deliver software implementations, Eric Newell, Becky Newell and Cody Marshall founded Stoneridge Software. As a 2022 Inc. Best Workplaces Honoree, Inner Circle Recipient, and a Designated Solution Partner for Business Applications and Modern Work, we’ve developed a proven process for project delivery, a laser focus on long-term support to empower our clients’ success and a way to enjoy our work with a high degree of integrity. We know how to use tenacity to get the work done but we also know how important it is to balance work with the rest of our lives. Stoneridge Software has cultivated a flexible working environment, flexible vacation, paid parental leave, continuous learning and development, and social wellness initiatives that bring a sense of belonging to all. What are you waiting for?

Our team is dedicated to helping customers get it right when it comes to software implementation and technology. We play as hard as we work, we embrace every opportunity to learn and share our success. What are you waiting for? Join us!

We are looking for a Client Success Manager that is highly motivated, client-centric, and tenacious about building relationships and providing value for our clients. The Client Success manager must look to create and maintain deep and meaningful relationships with key contacts at our clients, learn and understand our client’s business, and help provide the right service and support to ensure their business and technology solutions are performing optimally. Core responsibilities areas will include support management, account planning and management, and strategic relationship building with our clients.

This position is available on a REMOTE basis in the United States or REMOTE in Canada (Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland, Nova Scotia, Ontario, Prince Edward Island, Saskatchewan).

A Day in the Life

• Serve as the primary point of contact for all client success matters
• Build and maintain strong and long-lasting client relationships
• Provide excellent customer service to external clients and internal team members
• Develop/maintain an understanding of the Microsoft Business Applications, Modern Work, and Data/AI market to include key competitors, ISVs, and industry trends
• Participate in up sell and cross sell activities to ensure clients understand the value of new solutions, workloads, and service/support offerings
• Balance advocating for client with advocating for Stoneridge – the relationship has to benefit both parties
• Provide support management to clients, including: Sales to Support onboarding, Portal setup, Messaging about product updates/downtimes/support closures, Escalation management, ISV escalations, Hypercare transitions, Incident summary / case health review, Small request project management
• Provide account planning & management to clients, including: Develop account success plans for clients each year, Build and maintain Client Profiles, Account meetings (support, news, client initiative review), CRM account maintenance (contacts, software, service plans), Service plan renewals, Licensing reviews, Invoice disputes, Send newsletters & event reminders, Encourage survey responses, ISV management, Find experts as needed based on incoming requests
• Strategic relationship building with clients: Set up strategic discussions & invite leadership members, Follow up on opportunities unearthed in strategic conversations
• Achieve key metrics to include: Client satisfaction, NPS and retention, Service contract growth, Opportunities created (and accepted by sales)
• Set aside time for self-development by attending training or self-learning on key subjects

Preferred Qualifications

• Bachelor’s degree, preferably in IT-related field
• 5 + years Business Applications, Modern Work, and Data/AI experience (preferably Dynamics 365, Office 365, and Azure)
• Experience in a sales, account management, consulting or client facing role
• Indirect sales experience
• Ability to communicate effectively and promptly in both spoken and written English
• Understanding of organizational change management considerations for large technology projects
• Great written and verbal communication skills with audiences of all levels
• Ability to present project status, risks, issues, analysis, and strategic recommendations to team and other stakeholders
• Solid interpersonal skills, and ability to establish and maintain effective working relationships within and outside of Stoneridge
• Ability to work collaboratively for the best interests of the business and the team

Travel Required : Incumbent is expected to regularly meet with client teams across the United States and Canada and will be asked to attend industry events from time to time.

Health and Wellness

• Medical Insurance (premiums for employees paid for by the company)
• Dental Insurance
• Vision insurance
• 401(k) contribution program (US) or RRSP Benefits (Canada)
• Life insurance
• Disability Benefits
• Paid parental leave
• Paid flexible time off
• Paid sick time (US) or floater days (Canada)
• Paid holidays
• Flexible work schedules
• Mobile/internet reimbursement
• Employee and family assistance program
• Learning and development allowance
• Employer charitable contribution
• Social wellness clubs
• Professional coaching
• Paid business mileage
• Home office and wellness allowance (US Only)
• HSA contribution (US Only)

We live and breathe our core values:

Integrity Technical Excellence Tenacity Client Centric Enjoy Our Work

They are the fabric of our company and a reflection of our organizational culture. Our values are a part of our talent acquisition process, how we operate our company and how we partner with our clients. We enjoy our work by exhibiting our technical excellence and tenacity while being inherently client-centric with integrity toward every customer engagement.

We will comply with local guidelines regarding infectious diseases and vaccine requirements.

Team members who are required to travel to client sites, conferences and events that are not in Stoneridge Software offices, must comply with the client’s COVID-19 policies and procedures or have an approved exemption.

Stoneridge Software is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and all the other fascinating characteristics that make us unique.