Level II Client Success Manager

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.We are currently searching for qualified candidates for Level II Client Success Manager. Please see the details for the position below.Title: Level II Client Success ManagerLocation: Remote within the US.Job Description: Our Level II CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs. These clients often require system optimization, operational efficiency, and reliable performance, while still offering opportunities to expand adoption across departments. The role focuses on building trusted relationships with key stakeholders, providing consultative guidance on best practices, and ensuring that client goals are met through consistent value deliver.Key Attributes:The below attributes are the keys to a successful CSM at CBORD:Inquisitive / Mindfully Curious - You seek to understand what winning looks like for each clientOwnership Mindset – you bring grit and growth mindset to your roleConnector – you build trusting and lasting relationships with your clients, enabling your champions and influencing your executive decision makers.Job Duties and Responsibilities:Customer OnboardingWork with our Sales and Implementation team members to generate seamless handoffs between groups:Confirming and aligning business goals and expected outcomesDefining the strategy, key metrics and milestones via Client Success PlansIdentify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success.Address any post-implementation changes uncovered through client consultation and discovery calls.Driving Time to ValueDevelop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life.Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiativesProactively inquire and address challenges they’re facing that’s preventing them from achieving their goals.Optimization & GrowthIdentify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client.Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges.Consistently bring a strategic lens to educate our clients in 3 ways:Market Lens: educate your clients on what’s happening in the hospital industry and how it relates to themBusiness Lens: understand our clients’ strategic objectives and advise on what they should be thinking about nextProduct Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. Advise and educate through best practices and performance benchmarking.Add’l Responsibilies, as neededProactively address red-flag and re-engage customers through training, chairside and strategy sessions.Partner with Technical Support to communicate effectively with clients on outstanding issuesServe as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement.Communicate with customers on system upgrades and new features that relate to their objectives.Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. Become an expert in recruitment technology and workflow to deliver consultative solutions to customers.Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach.Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives.Travel15%-20% of key accounts.Additional RequirementsBachelor’s degree from a 4-year accredited college or universit