First Orion is seeking a Senior Client Success Manager (Sr. CSM) to serve as the primary operational owner for assigned accounts for First Orion solutions. This position initiates and leads collaboration across multiple production, product, account management, sales, and other support teams to ensure successful delivery of contracted services.  The Sr. CSM manages client expectations, assesses and manages scope, and works with production resources to ensure successful delivery of contracted services.  This role owns and leads client status calls and is the primary owner of internal/external communication. The Sr. CSM is responsible for the resolution of production issues – gathering internal and external teams and managing the issue until resolved. This position must stay aware and in sync with product updates to assess impact and communicate product release details.   

It is critical that the Sr. CSM builds trust and rapport with clients. This comes from working with integrity and a sense of urgency to continually strive for the client’s success of using First Orion productions and services. This position is the primary voice of the client to the rest of the First Orion organization. The Sr. CSM must balance the client’s wellbeing with the best interest of First Orion. This position is consultative and provides feedback, insight, and counsel even when it may not be what the client wants to hear. The Sr. CSM goes to bat for client needs within the walls of First Orion as a constant advocate to help clients and First Orion succeed. 

The Sr. CSM must be comfortable with delivering difficult news to the client without hesitation or delay. This communication must be done proactively, with confidence, and should avoid any situation where First Orion had the opportunity to acknowledge an issue ahead of the client bringing it to First Orion’s attention. When appropriate, the Sr. CSM should communicate the measures being taken to resolve the issue. The Sr. CSM should be seen as an integral part of the client’s extended team, a trusted advisor, and a critical component to the client’s ability to succeed.   

What you’ll be doing: 

• Primary point of contact for clients and first contact for escalations from clients 

• Ensure quality delivery of all contracted services and solutions 

• Ensure First Orion and clients adhere to contractual obligations; manage to contract for incremental scope (change control) 

• Drive the definition of requirements for account-related projects, manage scope, deliverables, timelines, and communicate status 

• Develop trusted advisor relationships with key client stakeholders 

• Provide exceptional onboarding experiences to 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 

• 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 

• Prepare for and lead client status meetings 

• Own preparation of operational metrics for the account business reviews 

• Clearly communicate the progress of initiatives and projects to internal and external stakeholders 

• Mentors less experienced team members. 

What you’ll need: 

• Bachelor's degree in business administration or related field 

• 5+ years of experience in client management role 

• Training experience 

• Experience leading others 

• Marketing or digital campaign management experience 

• A passion for client success and advocacy 

• Excellent communication skills 

• Exceptional organizational skills 

• Driver mentality with the ability to work in a fast-paced environment 

• Microsoft Suite (Word, Excel, PowerPoint) 

• Technical aptitude 

Bonus Points: 

• Consulting experience 

• Telecom/Mobile experience 

• Product knowledge in mobile solutions 

• Client billing experience