Client Success Manager I

About ACA:
 

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

Position Summary

The Client Success Manager is responsible for building and maintaining strong, long-term relationships with clients, ensuring client satisfaction, growth, and retention. This role involves proactive communication, problem solving, and understanding of client needs.

 

Job Duties
 

1. Guide new clients through the onboarding process, ensuring a smooth transition and a clear understanding of the products and services.
2. Proactively partner with the Account Executives to foster and maintain strong relationships.
3. Initiate regular check-ins as required by standard operating procedures.
4. Identify and address client issues or concerns effectively, coordinating with internal team to provide timely resolutions.
5. Work to renew client contracts and identify opportunities for upselling additional products or services that align with the client’s needs.
6. Gather and provide client feedback to share with the product specialist team to improve the product/service.
7. Stay informed on market trends, industry developments, and competitors to identify opportunities or threats.
8. Maintain accurate and up-to-date records of client interactions, sales activities, and sale-delivery handoffs.
9. Quarterback “at-risk” situations and work with internal teams to ensure client satisfaction.
10. Monitor, and action data points from the Client Account Dashboard.
11. Assist in training Client Success Associates and new employees.
12. Help enhance current processes and drive positive change among the Client Success Organization

Required Education and Experience  
 

1. Bachelor’s degree in business, marketing, or a related field (or equivalent work experience)
2. 2-4 years of experience in client success, account management or a related role.

Preferred Education and Skills
 

1. Excellent communication, negotiation, and presentation skills.
2. Strong problem solving and conflict resolution abilities.
3. Customer focused with a genuine desire to help clients succeed
4. Detail oriented and highly organized
5. Prior experience with SaaS (Software as a Service) and enterprise software (desirable).
6. Prior experience with professional services (desirable).
7. Demonstrated professional integrity.
8. Dependable, flexible, and adaptable to new ACA initiatives and changing client needs.
9. Ability to exercise discretion and make independent judgments on matters of significance.
10. Ability to work well in a fast-paced, small-team environment.
11. Ability to work independently, multi-task, and prioritize effectively.
12. Ability to establish and maintain effective working relationships with colleagues and clients.
13. Familiarity with CRM software and sales tools.
14. Results-driven, with a demonstrated ability to meet and exceed sales targets.

What working at ACA offers:

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical coverage fully funded by ACA for employees and their family as well as access to Maternity & Fertility and Wellness programs. ACA also provides Personal Accident Insurance, Group Term Life Insurance, Employee Discount programs and Employee Resource Groups. You’ll be granted time off for designated ACA Paid Holidays, Privilege Leave, Casual/Sick Leave, and other leaves of absence to support your physical, financial, and emotional well-being.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected status.