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Client Success Manager

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Job ID TREA-15024 City El Segundo State California Additional Location: Exempt/Non Exempt Non-Exempt Shift Day Work Schedule M-F, 8-5
Job Details:
CLIENT SUCCESS MANAGER



WHAT IS THE OPPORTUNITY?

The Datafaction Client Success Consultant is responsible for all aspects of maintaining the client relationship after the sale. This will include consultation, planning, onboarding and execution to ensure the client achieves full operational value from our SaaS products and services with the goal of facilitating client retention and loyalty. The key activities of this position are: examination of client business processes, making recommendations to align those processes to our SaaS offerings, development of education/training plans, delivering product education in person or remotely, follow-up on and resolution of reported issues, and ensuring all activities support a healthy Client Satisfaction (CSAT) Score through regular "client health" check-ins to monitor the stability of the relationship.



Treasury Management Solutions Division
As a member of City National's Treasury Management Solutions group, you will make a difference by delivering integrated technology solutions to help clients more efficiently manage their businesses and working capital. This group drives and supports the bank's cash management products and services that won City National four of its 11 Greenwich Excellence Awards in 2018.



WHAT WILL YOU DO?

  • Independent management of the client relationship after the sale to support client success within our SaaS products and services
  • Active ownership of the CSAT process and implementation of refinements as needed. As the organization grows ensure the CSAT process monitors relevant information and that it also matures in terms of measuring the success of both our offerings and the clients' needs
  • Evaluate client business activities and map them to equivalent processes in our SaaS product(s)
  • Design of the clients' financial statements and general ledger chart of accounts
  • Consultation on data migration from other accounting software or legacy systems to our products.
  • If using our legacy-to-AgilLink conversion process for adoption, assist with data cleanup in preparation for migration.
  • Development and delivery of education plans regarding the SaaS Accounting Software
  • Conduct classes, seminars and other learning as required by the client education plan
  • Act as client advocate to identify points of failure, defects or other issues and proactively manage, follow-up and facilitate remediation
  • Provide data as needed to calculate Client Success Score. Monitor, manage and drive activities to support increases in the CSAT score
  • Collaborate with other departments as needed to service client needs or act as SME



WHAT DO YOU NEED TO SUCCEED

Must-Have*

  • Bachelor's Degree
  • Minimum of 3 years onboarding in a SaaS technology environment
  • Minimum of 3 years providing direct client services


Skills and Knowledge

  • Basic Financial Accounting vocabulary, including cash and accrual basics, Balance Sheet, Income Statement, Trial Balance, Bill Payment, Deposits, Bank Reconciliations and General Ledgers.
  • Critical thinking and problem solving especially regarding business processes and workflow
  • Ability to work independently and demonstrate flexibility in schedules as dictated by client needs
  • Ability to organize, priorities and execute against plans
  • Experience in presenting and speaking in front of groups
  • Ability to organize & prioritize in fast paced, multi-task environment

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.



INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.



ABOUT CITY NATIONAL

We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.

In order to be hired and work at City National Bank, you must be fully vaccinated against COVID-19.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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