[Remote] Regional Manager, Client Success at Symplicity

Belo Horizonte, Minas Gerais, Brazil

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Higher Education, EdTech, SaaSIndustries

Requirements

Bachelor's degree in business, marketing, technology, or a related field; MBA or advanced degree preferred
Proven track record of success in client management, account management, or client success roles, preferably in the tech or higher education industries
Advanced Portuguese and English for interacting with customers in Brazil and Latin America and with the Symplicity team and senior leadership
Preferred location: Belo Horizonte and surrounding areas
Availability to travel: 1–2 times per month
Strategic thinker with a results-oriented mindset and a passion for driving customer satisfaction, managing expectations, and improving retention
Strong leadership and team management skills, with the ability to inspire and motivate

Responsibilities

Develop and implement strategies and frameworks for the client success operation, aligning with the company's overall goals and objectives
Manage the client portfolio for the regions, seeking a net client retention of above 100%
Manage the successful implementation of all new clients within budget and timelines
Build and lead a high-performing client management team, providing guidance, support, and mentorship to ensure exceptional service delivery
Establish and maintain strong relationships with key stakeholders, including executives, sales regional and executives, decision-makers, and influencers within client organizations
Serve as the primary point of contact for escalated client issues, working collaboratively with cross-functional teams to resolve challenges and increase satisfaction of clients in distress
Help the team renew and renegotiate contracts when needed
Analyze client usage data and performance metrics to track progress, identify trends, and proactively address any issues or opportunities with the team
Work together with sales to identify and direct opportunities for upselling and cross-selling within the existing clients
Identify marketing material based on clients' business cases and intermediate contacts for marketing campaigns and referrals from clients
Collaborate with product and other teams to identify product enhancements based on client feedback and needs
Collaborate with other regions to identify and replicate best practices around the world
Undertake internal projects for continuous improvement and innovation of the client management operation
Utilize current technology (Churn-Zero) to provide tracking, reporting, and processes consistent with all other regions
Develop and deliver regular reports to senior leadership, providing status, insights, and recommendations to drive and grow the business, and gather directions on difficult situations
Other duties as assigned

Skills

Client Success

Team Management

Relationship Management

Strategy Development

Client Retention

Implementation Management

Stakeholder Engagement

Contract Renewals

Upsell

Cross-sell

Mentorship

Escalation Management

Symplicity

Technology solutions for higher education institutions

About Symplicity

Symplicity offers technology solutions that enhance career readiness and improve the student experience in higher education and other sectors. Their services include managing student conduct, ensuring Title IX compliance, and facilitating behavioral interventions. A key product is their virtual career fair tool, which connects employers with millions of qualified students. Symplicity stands out by providing software that promotes collaboration across departments and offers APIs for integration with other platforms.

Arlington, VirginiaHeadquarters

1996Year Founded

ACQUISITIONCompany Stage

Enterprise Software, EducationIndustries

201-500Employees

Benefits

We offer full medical, dental, and vision insurance, and flexible spending. We also encourage employees to take advantage of our health and wellness breaks

We offer a 401k plan with an employer contribution match and commuter benefits

Work/Life Balance - With more than 50% of our staff working remotely, we work hard to accommodate different time zones and special work arrangements

We have awesome perks like group sports, health and wellness breaks, and 24/7 snacks, coffee, and tea for our in-office employees.

Risks

Demand for pay transparency may challenge Symplicity's clients' recruitment processes.

Integration challenges from acquiring Orbis Communications could disrupt service delivery.

Expansion into new markets may stretch Symplicity's resources, impacting service quality.

Differentiation

Symplicity offers a comprehensive suite of products for higher education institutions.

The company specializes in enhancing career readiness and improving student experiences.

Symplicity provides solutions for Title IX compliance and behavioral intervention cases.

Upsides

Increased demand for virtual career fairs boosts Symplicity's virtual career fair tool.

Growing emphasis on mental health aligns with Symplicity's student success solutions.

The rise of micro-credentials may increase demand for Symplicity's diverse educational offerings.

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