IT Client Success Manager

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IT Client Success Manager

Information Technology Chicago, IL

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Description

Smithbucklin, a 650-person, employee-owned professional services company with more than 70 years of success serving the association market, with primary offices in Chicago and Washington, D.C., is looking for an IT Client Success Managerto join ourInformation Technology Services (ITS)team in ourChicago office. Our ITS unit provides technology strategies delivered via tactical specialty areas to help association clients best leverage technology to meet their organization's operational and strategic goals.

TheIT Client Success Managerplays a crucial role in influencing the overall technology experience for multiple client associations and professional societies. This role is responsible for building strong relationships with their designated associations, understanding the overall technology vision, and implementing solutions to better serve the organization. The IT Client Manager will focus on the ongoing tasks required for client operational success. The individual selected will assist with the overall client budget management process in partnership with the Senior Portfolio Manager. This role will effectively communicate status to the client organization teams and demonstrate high levels of customer service daily. The IT Client Manager reports to the Senior Portfolio Manager and plays a pivotal role in shaping the future direction of technology for our client organizations.

At Smithbucklin, we embody a culture driven by optimism, ambition, expertise, and thoughtfulness, where every team member is empowered to exceed expectations and deliver exceptional results for our clients. Join us in shaping the future of association management, where our values serve as the cornerstone of our success.

What You Will Do

• Serve as the primary point of contact for client organizations, addressing their technology requirements and concerns
• Effectively build community with client teams to help realize client's strategic technology roadmap
• Assist Senior Portfolio Manager in compiling and auditing financial data for monthly reconciliations and budget activities; participate in the annual budgeting process
• Help ensure ongoing billing accuracy of all IT projects and services
• Identify customer challenges and proactively suggest better solutions and strategies
• Manage implementation of technologies that align with and advance client goals, match technology solutions to client needs aligned with portfolio strategy, and delegate service and project tasks to the appropriate IT resources managing work to completion
• Ensure success of projects by taking ownership of deliverables and assist/perform analysis, testing, support, training, or other tasks as necessary
• Lead high-level client requirements gathering and associated business cases/cost/benefit analyses for any technology requests
• Communicate and manage internal and external implementation requirements and expectations
• Identification and management of risk and overall delivery quality to ensure client satisfaction
• Work with the development team to clarify and ensure adherence to business requirements, lead requirements analysis, and verification
• Ensure quality on all client deliverables through integration testing and oversight of system testing
• Provide exceptional customer service

This Role Might Be for You If You…

• Possess strong interpersonal, written/verbal communication, and presentation skills
• Have excellent business/system process skills, exceptional analytical and problem-solving skills, and be able to clearly articulate solutions to end users
• Have demonstrated success working in a team-based environment
• Rely on strong organization and time management skills
• Possess practical experience in writing requirements documents, use cases, process diagrams, flow charts, design documents and system support documents
• Have a successful history of working on multiple projects simultaneously and meeting projects deadlines on time and on or under budget
• Are comfortable in constantly changing technology environments and are enthusiastic for learning new technologies
• Are looking to uphold high customer service standards

Basic Qualifications

• 5+ years of professional experience, to include experience in a relevant technical client-facing role
• A strong desire to deliver exceptional client experiences
• Must be a self-motivated team player with a positive attitude

Preferred Qualifications

• 5+ years’ experience in customer success, account management, sales, strategic consulting or related field
• Knowledge, usage and/or management of Association Management Systems (AMS) or CRM is a plus
• Practical experience/understanding of membership database systems and their database architectures
• Understanding of the SaaS (software as a service) business and technology model is a plus
• Strong analytic and problem-solving skills
• Trade or professional association experience

Where Do You Fit?Whether you are just beginning your career or are a mid- or senior-level professional, working at Smithbucklin will offer you countless opportunities to develop transferable skills, acquire meaningful knowledge and gain rich experiences at an accelerated pace. By working collaboratively with smart, ambitious, multi-talented, genuine and hardworking colleagues, you will build meaningful, deep and enduring relationships that will serve you well throughout your career, regardless of your chosen path. In addition, as a 100 percent employee-owned company, Smithbucklin offers all of our people - regardless of position or compensation - an equal chance to experience the fulfillment and reap the benefits of ownership. As owners, our employees control the destiny of Smithbucklin and are unified in the goal of building a great, enduring company.

Smithbucklin is a hybrid work environment with in-office days established as Monday, Tuesday, and Thursday. Employees will work a standard 40-hour week, with the possibility of additional hours based on project deadlines. Smithbucklin considers several factors when determining compensation, including a candidate's recent coursework, training, experience, and certifications, among other considerations. The expected pay for this role is $80,000 - $100,00

Equal Employment Opportunity At Smithbucklin, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of a reference and background investigation based on position.

Smithbucklin will not sponsor applicants for work visas and as a precondition of employment. You must be authorized to work in the United States permanently.

If you have questions about this posting, please contact [email protected]