Client Success Executive, Wayforge

SBI Wayforge - Client Success Executive

About SBI

At SBI, our purpose is to drive people to reach their full potential. As a result, our clients grow faster than their competitors and industry. Our employees enjoy thriving careers and personal growth. Consistently voted by Forbes as one of America’s Best Management Consulting firms and one of Consulting Magazine’s Best Small Firms to Work For, when you join SBI you are joining a firm that is on the forefront of driving innovative go-to market transformations helping clients solve their revenue growth challenges.

About This Role

When you join SBI, The Growth Advisory, as a Client Success Executive (CSE) you are joining a firm that is on the forefront of driving innovative (B2B) go-to market transformations helping clients solve their revenue growth challenges.

The Client Success Executive focuses on orchestrating the delivery of SBI’s subscription business, including our AI-enabled advisory offering - ensuring client satisfaction, driving retention, and supporting account expansion. Our mission is to deliver a white-glove, executive-worthy experience helping revenue leaders navigate their growth priorities.  The CSE will partner closely with SBI Growth Advisors, SBI Partners, and SBI Subject Matter Experts to help deliver insights on how clients can grow their businesses. Day-to-day the CSE will engage with clients, understand their business priorities, and align the various subscription service elements to enable clients.

You will work from your home office. Your goal will be to ensure that our relationships with clients remain strong, profitable, and enduring.

Part One: Core Responsibilities

The following are core responsibilities for a Client Success Executive at SBI:

Core Responsibilities

Description

Supporting New Logo Subscription Pursuits

As a member of a prospective client’s engagement team, support the administrative and project management work associated with more complex pursuits of new subscription business - including but not limited to processing legal paperwork & DPAs, managing client communication at all levels, and scheduling follow-up meetings between the client & other members of the SBI team.

Client Onboarding

Prescriptively and assuredly educate clients how to best leverage SBI’s advisory services and ensuring a fast start to engagements.

Relationship Building

Working alongside a Growth Advisor, CSE will forge relationships with Sales, Customer Success, and Marketing Leaders across all levels and functions within an organization.

Account Retention and Development

In partnership with Growth Advisor, the CSE will ensure we are continually up-to-date on client priorities and orchestrate SBI resources to aid client in executing on their revenue growth journey.

Ensure Client Value and Impact

Responsible for ensuring Clients are engaged and satisfied with the service. Monitor client engagement and health score and interject when engagements or activity ebbs.

Proactive Servicing

Run proactive client outreach program to ensure SBI is top-of-mind for users. Continual education on new research, tools, and assets to engage with based on client need.

Wayforge & Advisory Platform Engagement

Educate and demonstrate the functionality and features of SBI’s Wayforge AI-enabled platform to drive engagement and value for the client. This will include setting up platform access, providing tutorial, uploading content to My Growth Plan, and introducing new features as they roll out.

Client Networking and Concierge Services

Proactively drive clients towards networking opportunities – both structured and ad-hoc. While supporting clients in accessing SBI’s network for job opportunities or career advice.

Part Two: Critical Competencies

The following are the most critical competencies required to successfully be a Client Success Executive at SBI:

Critical Competencies

Description

Client Orientation and Advocacy

Showcases high intellectual curiosity to understand client context and becomes a client advocate internally to ensure frictionless experience across multiple touchpoints.

Time Management

Ability to effectively managing one’s time and resources to ensure that work is completed efficiently and with minimal delay for time-pressed clients.

Project & Task Management

Ability to organize & orchestrate tasks involving internal and external stakeholders, managing multiple moving pieces in a fast-paced environment.

Detail Orientation and Service Mindset

Needs to showcase consistent reliability to assume tasks and deliver within client-driven timeframe. Understands how to build confidence among client base that reflects white-glove service approach.

Executive Communication

Needs to be confident when interacting with clients – in both live and virtual settings – ensuring that the communication meets the seniority of client roles.

Reporting and Metrics Fluency

Understands how to leverage Salesforce.com reporting and client servicing metrics to assess account health and drive increased service levels in accounts with low health.

Relationship Building

This is a people-business which requires the CSE to have exceptional interpersonal skills and is capable of understanding and empathizing with clients. This will allow for building trust and maintain clients more easily.

Part Three: SBI Values

SBI Values

Description

Be Great

Strive for excellence, and continually aspire to a higher standard.

Own the Outcome

Hold yourself accountable to find the solution for both teammates & clients.

Adopt a Growth Mindset

Acquire new capabilities, embrace new ideas, and seek out diverse experiences

Inspire Others

Empower those around you and transfer positive energy to clients & peers.

Embrace 1:1

Invest in relationships that will endure for decades.

Build the Firm

Embrace teamwork to build something greater than ourselves

Part Four: Key Performance Indicators (KPIs)

KPI

Description

Client Activation and Engagement

Ensuring that clients engage in our services, which include digital/website interactions with our content and tools, advisory conversations with our experts, attend our events and virtual meetings, network with other clients, in addition to other value drivers.

Partnership Health

Establish healthy partnership rhythm with our client advisors, sales teams, and other experts who also support client accounts.

Client Retention

Ensuring that clients renew as current agreements come to term while seeking out expansion opportunities.

Part Five: Experience and Requirements

Ideal candidates will have a minimum of 3-5 years of experience preferably within a professional services setting. Candidate experience should include:

• Successful track record within Account Management and/or Customer Success roles.
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite experience.
• Relevant business experience in demonstrating a commercial mindset and an understanding how to drive renewal conversations and relationships.
• Proficiency in understanding and driving conversations across revenue growth, sales, and marketing disciplines.
• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.
• Strong customer service, communication, collaboration, prioritization, critical thinking and influencing skills 
• Comfort taking ownership over tasks, projects, and activities with an eye towards finding improvements.
• Bachelor’s degree

What makes SBI the right home for you?

This is our value proposition that we offer to our employees and prospective candidates:

Amazing Opportunity:  You’ll have an unparalleled chance to work on the most important Revenue Growth and Go-To-Market challenges with our clients and you’ll have frequent exposure to C-suite executives.

Professional and Personal Growth:  We are a meritocracy where you will have opportunities to stretch and test yourself quicker than you would at other management consulting firms. Our ‘Dreamscape’ program allows you to select a mentor who will help guide you toward the achievement of both professional and personal goals.

Culture:

• SBI has built a values-based, high-performance culture that is pervasive in all that we do.
• We are an entrepreneurial, fast-paced, growth-stage company: You will help us build and scale an upstart who is slaying the dragons. 
• At SBI, you’ll find an environment with less bureaucracy and more autonomy.
• We place a strong emphasis on coaching and mentoring stakeholders at all levels.
• We believe in giving back to the community by working with charities such as the Jessie Rees Foundation & Gift of Adoption.
• We offer opportunities to participate in committees that aspire to make SBI a better place to work - such as the Cultural Ambassador Committee, Diversity, Equity and Inclusion (DEI) Committee, and the Fun Committee.

Life Flexibility:  Live wherever you want and work from home when not at the client site, and enjoy unlimited PTO.

Fantastic Colleagues:  You’ll work with talented, driven people who share our values.

Financial Reward:  We offer market competitive compensation with upside driven by incentive bonus tied to KPIs like Client Satisfaction, and your own personal career growth. Peer-nominated winners of our annual Full Potential Awards & Values Awards will win generous cash awards and/or lifetime experience vacations.