About Neustar Security Services
At Neustar Security Services (NSS), you have the power to be your authentic self, to be curious, to run with your idea, and to celebrate a good day. Our solutions secure your digital presence against risks and downtime while leaving you open for opportunities, ensuring your customers enjoy consistent, uninterrupted, quality interactions. We’re growing fast and we're looking for smart, motivated people to join our team.
Summary of Position
We are seeking a dynamic individual who has proven Information Technology client success management experience in reducing churn, improving client adoption, securing upsells, building lasting relationships and turning clients into product champions. The individual will be given ample opportunity to define and grow the Client Success function for the newly launched program, developing best practices, processes, retention, and growth targets and strategies.
If you are a Client Success champion who thrives in a growing information technology, cloud-based service offering environment, constantly improving customer relationships, adoption and growth while seeking endless opportunities to grow professionally, this is the position for you!
Forming and leading the new Client Success Management Program and Team of Client Success Agents
Identifying and establishing the appropriate Client Success Management Tool(s) to drive success
Manage client activity, risks and growth opportunities in the Client Success tool and submit accurate weekly forecasts to management
Participate in client QBRs (Quarterly Business Reviews), measuring product adoption against pre-established business metrics
Effectively plan and prioritize a high volume of engagements and client activity requests to manage client issues / requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach clients to alternate solutions when possible
Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
Identify and build advocacy relationships with strategic clients acting as a marketing channel through case studies, speaking opportunities, references, etc.
Act as the voice of the client internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong client message is embedded in processes
Be your clients’ escalation point to ensure issues are being addressed internally
Liaise across teams in the business, as appropriate to ensure client satisfaction
Achieve / exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS
Qualification
5-10 years’ experience in a $25M- $250M B2B SaaS growth business
Exceptional client management and communications skills
Strong presentation, meeting facilitation, and written communication skills
Experience implementing client solutions in a cloud-based IT capacity a plus
Demonstrated progressive management experience leading client success teams in a software or managed services company
Demonstrated progressive experience leading teams driving new and expansion sales, driving service adoption and leveraging /instilling client success best practices
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Able to collaborate across the organization and with external stakeholders
Experience successfully working with senior (C-level) executives
Can attract and build a talented team
Holds strong operational analytical and data centric skills that will drive organizational efficiencies and customer satisfaction
Willing and able to address escalated client issues with speed and urgency
Communicate clearly with stakeholders about deliverables
Represent and role model NSS leadership values and behaviors
Ability to travel
Additional Information - Is this you?
Takes ownership
Demonstrates initiative
Drives for continual improvement
Curious - investigates new technologies
Doesn't accept the status quo.
Total Rewards
At Neustar Security Services, we are committed to the growth and development of our employees whose individual skills, curiosity and passion for their work, contribute to the overall success of our business. Our core values (Accountability, Collaboration, Transparency, Resilience, and Respect) are the driving force of our culture across our locations around the globe. We offer our employees a comprehensive benefits package including perks such as tuition reimbursement, awesome company discounts, back-up day care, community service events, swag and much more! We are all learning and creating together; and having some major fun along the way. JOIN US! We can’t wait to meet you!
Salary range $120,000 - $140,000