Client Success Manager
Linq
Customer Service
Austin, TX, USA
Posted on Oct 25, 2024
Who We Are:
We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual.
We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon: expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence.
LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential.
LINQ’s Values:
• Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained.
• Deliver Excellence: We consistently exceed our clients’ expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships.
• Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation.
• Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force.
About The Position:
We are seeking a dynamic and customer-focused individual to join our team as a Client Success Manager. In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success, adoption and satisfaction with our products/services.
What You'll Be Doing:
Client Relationship Management: Develop and maintain strong relationships with assigned clients, serving as their primary point of contact. Understand their business objectives, and proactively address their needs to ensure overall satisfaction and success.
Strategic Account Planning: Create and execute strategic account plans to enhance client retention, expand opportunities, and achieve positive business outcomes.
Payment Adoption: Support clients in adopting and optimizing payment solutions, ensuring they are leveraging all available features to meet their needs effectively.
Product Enablement: Drive product enablement by offering proactive recommendations, facilitating training sessions, and providing resources to ensure clients fully understand and utilize our products.
Services Oversight: Oversee and coordinate the delivery of services, ensuring that all client engagements are handled efficiently and meet or exceed client expectations.
Upselling Opportunities: Identify and pursue upsell opportunities by showcasing the value of additional products and services. Work closely with clients to understand their evolving needs and offer relevant solutions.
Incident Management Communications: Manage and communicate during incident resolutions, ensuring clients are kept informed and that issues are addressed promptly and effectively.
Escalation Communications: Handle escalation communications with professionalism and urgency, resolving complex issues and ensuring a seamless client experience.
Churn/Post-Mortem Documentation: Document and analyze client churn or post-mortem cases to identify trends, learnings, and opportunities for improvement.
Client Check-Ins: Conduct regular check-ins with clients to review their progress, gather feedback, and identify areas for improvement. Schedule and facilitate Quarterly Business Reviews (QBRs) as needed.
Advocacy and Feedback: Act as an advocate for the client within the company, ensuring their feedback is effectively communicated and acted upon.
Cross-Functional Collaboration: Work closely with sales, product, and support teams to address client needs, gather feedback, and drive product enhancements.
Performance Monitoring: Monitor client usage and performance metrics, proactively addressing any issues or concerns to ensure a positive client experience.
What We Are Looking For:
• Bachelor's Degree or equivalent experience
• 3-5years of experience in a client-facing role, preferably in account management or customer success.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Proven track record of managing client relationships and driving customer satisfaction.
• Demonstrable self-starter, curious, and solution focused
• Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success.
• Experience working in a fast-paced environment with the ability to adapt to changing priorities.
• Expert level time management & prioritization skills
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools is a plus.
• Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work
• K12 Experience Preferred, but not required
• Must be able to travel 20-25%
Total Rewards:
Remote working environment
Ability to work in a physical office, if near one of our offices (Wilmington, Irvine, and Austin)
One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested)
Company Bonus Plan or Target Sales Commission Plan
Flexible Open Paid Time Off Plan
Paid Parental Leave Policy
10 paid holidays
16 hours of paid volunteer time
Blue Cross Blue Shield benefit network (medical/dental/vision)
Low-deductible PPO option or HDHP option with employer contributed HSA
Dental with child orthodontia
100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance
Health and wellness benefits including gym and Headspace reimbursement
Professional development opportunities
EOE Statement/Accommodation Notice:
LINQ is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email HRHelp@linq.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRHelp@linq.com. This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.