The Client Success Manager - Major Accounts works directly with clients to enhance their overall experience with Namely. In this position, you will act as a client advocate and liaison with the primary goal of ensuring the client receives optimal service and satisfaction across the Namely platform.

This role should have an in-depth understanding of each client's overall business requirements and act as a consultant to determine how the Namely platform can meet their needs and help gain business efficiencies.

You will directly manage a team of subject matter experts in Namely HR, Payroll, and Benefits to work collaboratively on assigned book of business while directly interfacing with Management, VP, and C-Level executives with Namely’s major accounts.

Overall client success and satisfaction should be achieved through holding targeted on-site meetings during key times of year, understanding the client’s objectives and showcasing ROI through Quarterly Business Reviews, proactively addressing client needs, and acting as an escalation point for client issues.

Assess client satisfaction and attrition risk, and maintain accurate attrition forecasting for assigned book of business

People management responsibilities include hiring, managing performance, goal setting, coaching and developing your team and day-to-day resource allocations to achieve client experience requirements.

We’re looking for someone who has most or all of the following experience and traits:

• A minimum of 5 years of applicable enterprise client facing service role that includes complex issue resolution, service recovery, and escalation management.
• Proven ability to successfully build strong relationships with customers, especially at the Executive level.
• Ability to successfully project manage initiatives from inception through launch by determining strategy, creating project plans, and ensuring execution.
• Exceptional ability to work cross functionally while advocating for client’s best interest
• Experience managing direct reports
• Track record of cultivating teams who provide the highest level of customer service with uncompromising integrity.
• A blend of big-company business and process management experience, with the ability to translate needs to entrepreneurial/startup organizations.
• Outstanding client relationship and consulting skills. You are able to juggle multiple priorities and know when to delegate, and when to take direct ownership.
• Critical thinking, complex problem solving skills, and independent judgment are a must
• Excellent communication and relationship building skills including the ability to conduct/facilitate meetings.
• Strong organization and time management skills.
• Passion for client service
• Bachelor degree required