Client Success Manager

New England Area

Posted: 01/26/2021

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Client onboarding, implementation, engagement, account management – do these focus areas light you up? Are you somebody who believes in delivering a ‘wow’ experience for your clients? Do you enjoy working cross-functionally with Sales, Technology Solutions, and Marketing teams to continually level-up the client experience? Do you love spending your days jumping from client kick-off calls to internal project team huddles to building SOPs for repeatable, scalable customer experiences?

Then we would love to meet you!

SQA Group is a technology and advisory services firm partnering with our clients to craft a culture of continuous transformation – from introducing the latest emerging technologies like AI and machine learning to elevating data as a strategic asset to driving quality into the SDLC. We are looking for a Client Success Manager to join our rapidly growing team.

As a Client Success Manager, you will play a pivotal role in:

  • Executing a top 1% client onboarding and engagement experience that is high touch and high impact
  • Serving as the chief liaison between our clients and Solutions team, managing day-to-day client communications, ensuring smooth delivery of project deliverables, collecting and disseminating client feedback to Solutions team, and balancing client expectations with contracted deliverables
  • Cultivating stark raving fans of SQA Group, playing both a direct and indirect role in generating up- and cross-sells and referral opportunities for our business


What You’ll Do:

  • Reporting to our VP of Sales, you will accept the baton from our Sales team when deals close to manage and oversee our customer journey, with specific focus on client onboarding, implementation, and day-to-day account management
  • Develop unbreakable, trusted client relationships so that first-time customers develop into SQA Group advocates
  • Serve as the liaison between our clients and Solutions team, with an ability to distill complex technical matter into digestible status updates and reviews for non-technical audience
  • Coordinate and oversee efficient day-to-day client operations, including kick-off calls, weekly and monthly project meetings, project management tracking, and regular reporting
  • Adapt and adopt communication frameworks to align to various methodologies that include Agile working styles
  • Collaborate regularly with our Sales, Solutions and Marketing senior leadership team to explore new strategies that can be introduced to strengthen customer experience
  • Ensure SQA Group exceeds the minimum requirements for each client, promptly responds to client escalations and concerns, and creates routine and clear feedback loops between our clients and Solutions team
  • Lead weekly, monthly and quarterly project meetings and business reviews with our clients that accurately paints a picture of engagement impact, outcomes, ROI and performance
  • Elevate conversations with Clients – when appropriate – to explore additional ways we can partner to solve immediate client pain or help client move closer to a desired opportunity
  • Work in partnership with Sales and Marketing leadership to build measurement standards and tracking of customer experience satisfaction (e.g. Net Promoter Score, client vitality, customer surveys, etc.)


What You Bring:

  • 5+ years of experience in a B2B customer facing, account management, or project management role where you successfully oversaw the client journey and experience
  • Strong organizational skills and detail orientation
  • Ability to communicate and influence key stakeholders at all levels of an organization, including C-level and technical personas
  • Demonstrated ability to create winning, unbreakable client relationships that lead to future opportunities
  • Excellent written and verbal communication skills with a passion for sharing new ideas in a dynamic environment
  • Comfortable communicating and discussing technical concepts with customers and peers
  • Excellent analytical and troubleshooting skills
  • Ability to multi-task, juggle multiple client accounts at the same time, and perform effectively under pressure
  • Experience working within Agile frameworks; formal PMP experience a plus
  • Ability to work effectively in a fast paced, high energy, team-oriented environment
  • Understanding of the technology services space, particularly a passion for emerging technology, data science services, quality engineering and compliance and risk management
  • Knowledge of Salesforce a bonus


What We Bring:

We provide extensive training and onboarding, excellent benefits, a true open-door policy, transparency, coaching, mentorship, and a culture you can rely upon to develop you personally and professionally

From day one, your opinions and ideas will start impacting our business and culture where we encourage you to “show up to level up” and value everyone’s contributions in developing and delivering customized solutions for our clients

We are an equal opportunity employer and support workforce diversity


Thank you for your interest in pursuing a career at SQA Group! SQA Group is an equal opportunity employer and supports workforce diversity. This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. The primary duties and responsibilities above are intended to describe those functions that are essential to the performance of this job. This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.