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About the role
Key responsibilities & impact- Establish and nurture strong client relationships
- Serve as the bridge between Benevity’s platform technology and client success
- Act as the post-sales technical lead for assigned client workloads
- Ensure the quality of technical changes and technical aspects of client programs
- Manage day-to-day technical changes
- Engage cross-functional team members to resolve client issues and provide technical guidance
- Recommend program improvements and develop actionable plans to drive client outcomes
- Guide clients on platform decisions and product-suite usage
- Recommend technical configurations, enhancements, and feature requests based on client goals
- Deliver high-quality technical changes through program health reviews and configuration audits
- Drive adoption of existing and new products
- Support administrators with effective use and best practices
- Deliver feature training to client administrators
- Architect tailored solutions for complex client requirements
- Communicate delivery timelines and set realistic expectations
- Lead technical escalations and advocate for clients
- Build trusted-advisor partnerships aligned with clients’ CSR and business objectives
- Engage cross-functional subject-matter experts to resolve client challenges
- Develop Program Health Optimization Reviews with goals and milestones
- Analyze data to identify barriers, recommend improvements, and ensure accurate client-facing information
- Foster long-term client relationships and connect clients with peers for best practices
- Optimize configurations and processes for administrators and employees
- Analyze client data to identify growth and enhancement opportunities
- Identify and proactively surface client-retention risks
- Advocate for product-feature adoption and best practices
- Identify strategic opportunities and engage Sales and Client Success teams
Requirements
What you’ll need- BA/BS degree or equivalent education
- 3-5 years of experience in B2E/B2B Client Success, Support or similar Technical Account Management roles
- Experience in a B2B SaaS organization preferred, with moderate complexity solutions
- Proven track record of troubleshooting
- Experience using developer tools to investigate issues with client implementations
- Experience in stakeholder management, internally and externally
- Strong relationship-building skills with empathy, adaptability, and persuasiveness
- Strong organizational and project management skills
- Attention to detail, analytical ability, and sound judgment
- Ability to oversee and resolve a variety of client service issues
- Resilience and ability to thrive in an environment where change and pivoting are constant
- Team-oriented with a positive attitude and dedication to creating an inclusive work environment
Benefits
Comp & perks- Innovative work
- Growth opportunities
- Caring co-workers
- Flexible hybrid work approach
- Personal well-being support
- Employee resource groups
- Inclusive work environment
- Equal opportunities
- Accessible hiring process and accommodations for candidates with disabilities