Client Success Executive

Title Client Success Executive  

Location Home Based Office with Travel 

Description 

The Client Success Executive role is responsible for driving client success, achieving trusted advisor status with client executives and growing revenue for their assigned portfolio of accounts.  They will be responsible for expanding existing services opportunities and the development of new cross-sell engagements.  The Client Success Executive will also serve as the central coordinator and liaison for interactions between MCA Connect and the client after an implementation project has been awarded.  In addition, the Client Success Executive will serve as an escalation point for the client beyond the Project Manager and for the MCA Connect Project Manager or Delivery Director.  The Client Success Executive function is primarily a non-billable role, however, it is expected that some consulting and project management related activities carried out by the Client Success Executive will be billable. 

Responsibilities 

Account Management 

• Work with the client and the MCA Connect implementation team pre-engagement to establish project satisfaction criteria and also quantify project ROI metrics. 

• Measure success achievement with the client during and post implementation. 

• Collaborate with internal marketing to create case studies and seek customer testimonials after go-live. 

• Perform quarterly or semi-annual business reviews with the clients to assess project ROI and advise on ways to continue improving business operations efficiency and effectiveness through MCA Connect’s service and product lines. 

• Bi-Weekly calls with clients to address open issues, work requests, etc. 

• Execute Client Satisfaction Surveys 

• Meet monthly with the MCA Connect Executive Sponsor to provide account updates and to plan/strategize on next actions. 

• Participate in periodic calls with the Managed Services team to assess status of issues/cases associated with assigned accounts. 

• Develop an annual business plan for each portfolio client and execute against that plan while also adjusting based on client requirements 

• Perform internal Quarterly Business Reviews with progress against the annual plan 

Prospecting & Opportunity Management 

• Identify opportunities for additional products and services with assigned accounts and work with field sales (where applicable/mandated) and pre-sales team to prepare, deliver, and close scopes of work. 

• Coordinate with Service Line Managers and Subject Matter Experts to collectively engage with designated clients. 

• Participate or lead (when Client Success Executive is primary seller) in transitioning sold projects to the MCA Connect Project Team. 

• Work with the MCA Connect Marketing team to establish aligned value add communications via newsletters, blogs, and events. 

• Work with the MCA Connect Sales Leadership Team to review opportunities, set opportunity strategy, and update resource forecast. 

• Ensure the internal CRM system is kept up to date and accurate across account, contact,lead, opportunity and project data. 

Channel Management 

• Meet with Microsoft Dynamics 365 SSPs, AE, TSs, Sales Managers, etc. whenever possible, to enhance our relationships with Microsoft and generate new business opportunities.   

Project/Engagement Management 

• Work in concert with your client Project Manager to take ownership of a section of the project reporting, steering committee presentations etc... 

• Participate in status review meetings for active projects with Project Manager and client. 

• Review Change Orders Requests 

• Monthly review of customer EVAs and Account Receivable. 

Qualifications  

• Bachelor’s degree or equivalent combination of education and experience 

• Minimum of 5 years of experience with sales or consulting in client facing business applications service delivery roles 

• Minimum 2 years of experience in business development 

• Strong track record of delivering value in a customer environment while generating profit 

• Strong presentation, communication and negotiation skills 

• Experience in the IT industry and IT consulting, specifically in software implementation and Project Management with Microsoft Dynamics 365 Finance and Operations (ERP) and CRM required 

• Proven client engagement capability 

• Ability to translate strategic direction into tactical deliverables 

• Strong communication and interpersonal skills 

• Ability to travel up to 50%

Desired Qualifications 

• Experience with Microsoft Dynamics 365 Technologies, or competitive platforms 

• Understanding of manufacturing industry, Supply Chain/Distribution and related industry business processes 

• Experience in professional services/consulting organization