First Orion is seeking a Client Success Manager (CSM) to serve as the primary operational owner for assigned accounts. This role is responsible for setting the strategic direction for each account, managing client expectations, participating in account planning, and collaborating with production, product, and sales teams to ensure smooth execution and delivery. The CSM partners closely with the Client Engagement Team to ensure successful delivery of contracted services, manage scope and change, and communicate issue status and resolution. This role also works alongside the Product Team to assess product impact, communicate release details, and provide feedback. Additionally, the CSM serves as a mentor to less experienced team members.

A successful CSM builds trust and rapport with clients by acting with integrity and urgency, consistently following through on commitments, and striving for the client’s success. The CSM is the primary voice of the client within First Orion, balancing client needs with the best interests of the organization. This role involves providing feedback, insight, and counsel, even when it’s not necessarily what the client wants to hear, and advocating for client needs internally to ensure mutual success.

When difficult news arises, the CSM addresses it proactively and transparently, ensuring clients never discover issues before hearing from us. They communicate clearly and quickly about the problem and the steps being taken to resolve it. Ultimately, the CSM is viewed as an integral part of the client’s extended team, a trusted advisor and a critical contributor to the client’s success.

What you'll be doing:

• Primary point of contact for clients, and first contact for escalations from clients
• Develop trusted advisor relationships with key client stakeholders
• Provide exceptional onboarding experiences to all clients
• Customer Portal Training
• Be aware of key client metrics (e.g. subscriber KPIs, volume trends and anomalies)
• Ensure your client(s) are achieving value from First Orion solutions
• Ensure quality delivery of all contracted services and solutions
• Drive the definition of requirements for account-related projects, manage scope and deliverables, and communicate status
• Manage and communicate issue status and resolution
• Interface with the Product Team for release management details to appropriately communicate to clients
• Collaborate with the Account Management Team to identify and grow opportunities within the clients
• Interface across all First Orion lines of businesses and teams as needed
• Prepare for and lead client status meetings
• Ensure First Orion and clients adhere to contractual obligations
• Own preparation of operational metrics for the Business Reviews
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

What you'll need:

• Bachelor’s degree in Business Administration or related field
• 2+ years of experience in client success role
• A passion for client success and advocacy
• Client management experience
• Excellent communication skills
• Exceptional organizational skills
• Driver mentality with the ability to work in a fast-paced environment
• Technical aptitude

Bonus Points:

• Consulting experience
• Telecom/Mobile experience
• Marketing or Digital Campaign Experience
• Management experience
• Product knowledge in mobile solutions

Company Benefits:

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work.  Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video. 
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Activities, duties and responsibilities may change at any time with or without notice, based on the changing needs of our business. At this time, we are not able to sponsor visas, such as H-1B, for this particular position. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.