General Assembly - Client Success Manager

• Experience: At least 2+ years of prior work experience with polished communication and a strong work ethic. • Client Management: Minimum 2+ years in consulting, customer service, or client management working with various stakeholders. • Client Management: • Technical Proficiency: 2+ years of proficiency using Excel and Google Suite. • Technical Proficiency: • Leadership: Experience in project management or coordinating training programs is a plus. • Leadership: • Travel: Ability to handle significant travel, up to 50%. • Travel: • Competency Rubric • Competency Rubric • Core Competency • Core Competency • Definition • We Know We See it When • We Know We Don't See it When • Process Management • Process Management • Good at following and managing the processes necessary to get things done, organizing people and activities, and simplifying complex processes to get more out of fewer resources. • A documented project plan is well understood by all team members. Process is used to increase efficiency, not complexity. • There is no documented project plan in place or the team is unaware of the process. Unnecessary steps are added that slow down the team. • Customer Focus • Centering every decision, artifact, and interaction on making the client happy and maximizing their experience and outcome, without being incentivized by internal margins. • Every decision is judged by its impact on the client outcome. Consistently acts as a trusted advisor, pushing back constructively when necessary. • Decisions prioritize avoidance of internal complexity over client outcomes. Fails to provide constructive pushback and acts as an "order-taker". • Action Oriented • Action Oriented • Drive and initiative to achieve client outcomes. Performance is measured by client outcomes,satisfaction, account health, and retention; effort is the price of entry, impact is the standard. • Focuses on delivering measurable client outcomes and account health, not just looking busy. Can decide and act without needing the total picture and comfortably handles risk and uncertainty. • Performance is measured by activity or busywork instead of quantifiable impact. Fails to see projects through to completion. • Problem Solving • Problem Solving • Proactively flagging and addressing risks and issues early and in writing with a corresponding plan, ensuring there are "no surprises" for the client or leadership. • Risks and issues are proactively flagged in writing with a clear plan. Leadership and the client are never surprised by bad news or account issues. • Risks are only flagged verbally or after they become major issues. No plan is provided alongside an identified issue. • Interpersonal Savvy • Interpersonal Savvy • Representing the company professionally across all interactions and artifacts, upholding a single global quality bar, and being accountable for the behavior of all delivery teams and instructors. • Professionalism is non-negotiable across all client interactions and artifact standards. Upholds the global "one bar, one team" quality standard. • Artifacts or presentations show regional inconsistency or a lower quality bar. Fails to hold team members or instructors accountable for unprofessional behavior. • Written Communications • Ensuring all written artifacts meet a high standard of quality, accuracy, and compliance before external sharing, and that content is data-backed. • All documents undergo non-negotiable pre-send QA for standards, templates, brand, and accuracy. Reports include both qualitative and quantitative data. • Written communication is shared without a second review (pre-send QA). Reports lack quantitative data or the language does not align with agreed-upon rubrics. • Leading discussions and presenting data-backed information to clients and stakeholders to drive evidence-based decisions, not decisions based on anecdote. • Client-facing delivery reports are built and presented, including qualitative and quantitative data. Decisions and presentations "lead from the dashboards," using data over anecdote. • Decisions or presentations are based on speculation or anecdote ("loudest voice in the room") instead of evidence. Inability to clearly and concisely present data to internal or external stakeholders. • The anticipated annualized salary range for this position in the US market is $80,000 and $85,000. Salary will be determined based on experience, education, geographic location, and other factors. If hired as a regular full-time employee, this position will include a variable compensation plan which could be a bonus or a commission. • US benefit offerings for full-time employment may include medical, dental, vision, term life insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans & reimbursement and retirement programs. Available paid leave may include paid time off, parental leave and holiday pay. • The salary range published in this job posting is for US based locations only. Non-US based candidates interested in this position can email [email protected] for country-specific pay range details and benefits offered. • Unless otherwise noted, remote positions can be performed from the following approved General Assembly operating countries. • United States of America (states of operation may vary), Canada (provinces of operation may vary), United Kingdom, Australia, and Singapore.