Client Success Manager III

Job Description

Project-based organizations have been underserved by the technology industry for too long, whether it be force-fit resource management systems, point solution project management silos, or legacy operations backbones built for another era. Kantata is the industry leader in Professional Services Automation (PSA) software. Our mission is to deliver purpose-built solutions to our clients that put people at the center and are so effective and useful that users cannot imagine operating their businesses without them - after all, their people are their resources. With our incredible products, our clients can field the best team every time, see the full picture of their project and resource landscape, transform business outcomes, and work the way they need to by leaving the hairball of inadequate systems behind.
Clarity. Control. Confidence. This is what we deliver. With 98% of the market still stuck on old stacks, we’re scaling to meet the demand and answer the very question everyone is asking: “Where is my Kantata?”
About the Opportunity
As a Client Success Manager at Kantata, you’ll report to our Director of Client Success and be responsible for creating a positive customer journey across a portfolio of Kantata customers in our US and International business units. By developing long-term relationships with each customer, you’ll directly influence an increase in adoption and drive advocacy. Our client success team works with customers to demonstrate a deep functional understanding of our product features and benefits and advocate for how these will provide value to their business.
Goals and Responsibilities
This collaborative role will leverage your strengths across a spectrum of client accounts through the entire customer journey. You’ll be responsible for enhancing and improving the customer lifecycle, driving our key Success Pillars of Adoption and Relationships, and ensuring ongoing value is delivered throughout the clients’ relationship with Kantata. We anticipate managing a portfolio of 20-30 customers of varying sizes and complexity, advocating for them to drive adoption of Kantata and managing all continuous communication. The day-to-day also involves:

• Building strong Operational and Executive relationships with new customers through their implementation, becoming their primary contact when transitioning to operational use
• Guiding customers to renewal of their Kantata subscription
• Coordinating with Kantata Executive Sponsors, where defined, so they are aware of issues and prepared for regular Strategic Business Reviews
• Assessing each customer’s level of adoption across the application and identify areas of improvement
• Identifying signs of customer dissatisfaction and building mitigating actions into a Success Plan to minimize churn
• Encouraging customers to engage in advocacy activities such as providing references, writing reviews on external sites, speaking at conferences, and providing case studies
• Managing customer tickets to ensure they are routed to the correct team in Kantata and monitor to successful resolution

Your Profile
Exceptional verbal communication and presentation skills are a backbone of your success - you’re able to understand your audience and speak to all levels of business users with fluency. You enjoy leading others through successful interactions and desired outcomes, and have a passion for customer success and consulting through the relationship. You have a technical inquisitiveness and have a familiarity with cloud-based technologies and SaaS platforms. Our newest Client Success Manager will bring:

• A self-starting and highly motivating team player approach
• Experience working in a Customer Success or equivalent role for 2+ years
• Ability to develop and manage relationships with longevity
• A high sense of operational excellence, disciplined working, and effective time management
• Knowledge of SalesForce.com Platform and CRM/PSA (preferred)

Our Philosophy
We know every company can be successful when the right technology, and people, are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth.
At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect, and celebrate everyone’s unique strengths from all different walks of life. Our belief is that a team with diverse backgrounds helps create a more enjoyable work environment and, ultimately, a better experience for our users.