Client Success Manager

We are supporting our client who looking for a dynamic and experienced Client Success Manager with a strong background in employee and client relations, a keen analytical mindset, and a deep commitment to inclusion and accessibility. The Client Success Manager will be responsible for managing the day-to-day operations of the Accessibility Partners Service, ensuring a seamless experience for both our Accessibility Partners (APs) and clients.

Here’s a condensed version of your responsibilities:

Client Relations:

• Serve as the main point of contact between clients, APs, and NWC.
• Customize services to meet client needs and expectations.
• Build and maintain strong, trusting client relationships, gathering feedback for continuous improvement.
• Manage client intakes, track service usage, and identify new needs.

Accessibility Partner (AP) Management:

• Provide daily support to APs, fostering a collaborative environment.
• Offer creative solutions and constructive feedback.
• Research and create resources and training for APs.
• Ensure coverage when needed and support APs in delivering high-quality service.
• Ensure timely deliverables and compliance with contracts.

Compliance and Equity:

• Collaborate with Sr. Program Manager to meet contractual SLAs.
• Oversee task completion and data management, generating reports.
• Provide recommendations to improve processes and outcomes.
• Champion an equitable and inclusive environment for APs and clients.

Risk Mitigation:

• Address immediate issues raised by APs or clients quickly.
• Review data and feedback to identify and mitigate potential risks.
• Proactively manage future risks.

Growth and Development:

• Identify and resolve day-to-day operational issues.
• Use data to find opportunities for improvement and new ideas.
• Leverage AP feedback to improve operations internally and externally.

Qualifications:

• 2+ years of relevant work experience.
• 3+ years of experience with technology (proficient in MS Office, video conferencing, databases, and administrative tasks).
• 1+ year of proficiency in new software, including accessibility tools.
• 2+ years of people management or leadership experience.
• 1+ year of experience in accessibility for people with disabilities, or personal experience with disability (2+ years preferred).
• Demonstrated onboarding and training experience.
• Excellent interpersonal skills, with the ability to build trust and inspire others.
• Strong critical thinking, problem-solving, and flexibility.
• Effective time management and organizational skills.
• Ability to work independently and collaboratively with strong interpersonal skills.
• Commitment to our client's mission of diversity, equity, and inclusion.