Senior Client Success Manager

Position Title: Senior Client Success Manager

Location: Coralville, Iowa

Reports to: Director of Client Success

Status: Full-Time, Exempt, Salary

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Senior Client Success Manager is responsible for enriching the existing client experience with Leepfrog’s CourseLeaf software by driving client engagement, satisfaction, renewal and growth. The SCSM will have a deep understanding of the CourseLeaf suite; build strong relationships with Leepfrog clients at all levels to ensure they are getting maximum value from the software; and provide product and process information so that clients are well-positioned to meet their goals. Further, the SCSM will make independent contributions to the Client Success plan, measurement of client satisfaction, and have the capacity to implement plans and projects independently and manage others.

Responsibilities

Drive true client value through client engagement, satisfaction, renewal and growth (activities with the client)

• Cultivate strong client relationships through regular check ins with stakeholders to assess product adoption / integration and client satisfaction.
• Promote client retention and loyalty and growth, provide critical product updates, and identify solutions that meet client evolving needs.
• Contact client stakeholders to assess their perspective on the client journey with CourseLeaf and ensure campus goals are being met.
• Communicate in multiple modes critical product and process updates and new product information to existing clients to ensure they are aware of the full array of CourseLeaf solutions and resources.
• Support revenue generating efforts through lead identification and qualification, building the client reference pool, and building product awareness
• Maintain an in-depth working knowledge of existing and new CourseLeaf software configuration, customization, and implementation options to meet client requirements.

Support Client Success activities (activities internal to Leepfrog)

• Serve as a point of escalation for clients and Leepfrog staff on concerns about implementation, support, billing, and general dissatisfaction with products, staff, or service; coordinating internal teams for the resolution of issues and ensure client satisfaction with subsequent CourseLeaf provided solutions.
• Represent the voice of the client to ensure that enhancement of internal processes and the product development roadmap is driven by customer input.
• Develop and implement success plans designed to get lagging clients on the path to success.
• Provide substantial input and recommendations into product, marketing, and sales process to enhance client experience.
• Collaborate with Leepfrog colleagues for cross functional ideation, planning, and change management.

Support measurement of Client Success effectiveness (metrics and Leepfrog revenue opportunities)

• Renew existing contracts and upsell/cross-sell additional CourseLeaf solutions, promote additional modules, professional services, and other add-ons to the installed base of clients.
• Collect key satisfaction and performance indicator data to determine general client satisfaction and loyalty.

Inspire Customer Success Across Leepfrog

• Support a company culture of massive customer delight.
• Work with Support and Development on driving client centered communications and responsiveness.
• Work with Marketing on communicating to existing clients.
• Work with Product on driving a client-centered product roadmap.
• Work with Sales around reference collection, case study development, and a cross-sell and up-sell strategy with a client lifetime value focus.
• Work with Finance on collection, measurement, and forecasting.
• Take a lead role in the development and implementation of a company-wide customer feedback loop.

Other duties as assigned.