First Orion is seeking a Senior Client Success Manager (Sr CSM) to serve as the primary operational owner for assigned accounts for First Orion Solutions. Th is position sets the direction for the account , manages client expectations, participates in a ccount p lanning , and works with all appropriate production, product and sales resources to help with client management for production . The Sr CSM works closely with the Client Engagement Team to ensure successful delivery of contracted services, scope and manage change, and communicate issue status and resolution. Th is position works closely with the Product Team to assess impact and communicate product release details. T his position mentors less experienced team members.

The Sr CSM must be able to build trust and rapport with clients. This comes from working with integrity and a sense of urgency to continually strive for the client’s success. It means doing what you said you would do within a reasonable time. Th is position i s the primary voice of the client to the rest of the FO organization. The Sr CSM must balance the client’s wellbeing with the best interest of FO. Th is position is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The Sr CSM goes to bat for client needs within the walls of FO as a constant advocate to help clients and FO succeed.

When there is difficult news to deliver to the client, and there certainly will be, the Sr CSM does not delay but jumps into the fray. We never want the client to come to FO with an issue when we know about it ahead of time. The Sr CSM needs to communicate quickly and clearly about the problem and speak to the measures being taken to resolve the issue. The Sr CSM should be seen as an integral part of the client’s extended team, a trusted advisor, and a critical component to the client’s ability to succeed.

What you'll be doing:

• Primary point of contact for clients and first contact for escalations from clients

• Ensure quality delivery of all contracted services and solutions

• Ensure First Orion and clients adhere to contractual obligations; m anage to contract for incremental scope (change control)

• Drive the definition of requirements for account-related projects, manage scope, deliverables, timelines, and communicate status

• Develop trusted advisor relationships with key client stakeholders

• Provide exceptional onboarding experiences to clients

• Customer Portal t raining

• Be aware of key client metrics ( e.g. subscriber KPIs , volume trends and anomalies )

• Ensure your client(s) are achieving value from First Orion solutions

• Manage and communicate issue status and resolution

• Interface with the Product Team for release management details to appropriately communicate to clients

• Collaborate with the Account Management T eam to identify and grow opportunities within the clients

• Interface across all First Orion lines of businesses and teams as needed

• Prepare for and lead client status meetings

• Own preparation of operational metrics for the Business Reviews

• Clearly communicate the progress of initiatives and projects to internal and external stakeholders

What you'll need:

• Bachelor’s degree in Business Administration or a related field, or 4 years of relevant professional experience

• 5+ years of experience specifically in a client management or client success role

• Experience training others

• Marketing or Digital Campaign Management Experience

• A passion for client success and advocacy

• Excellent communication skills

• Exceptional organizational skills

• Driver mentality with the a bility to work in a fast-paced environment

• Technical aptitude

Bonus Points:

• Consulting experience

• T elecom/Mobile experience

• Product knowledge in mobile solutions

• Team management experience

• Client billing experience