Senior Client Success Manager
• Lead client success initiatives, delivering on key client goals and ensuring projects stay on track by managing scope and setting clear boundaries for timelines and resources.• Develop and manage project timelines, ensuring all project requirements are met, and secure necessary coaching resources for effective execution, escalating staffing needs when necessary.• Oversee communication schedules with clients, lead kickoff meetings, and provide regular updates to stakeholders, ensuring alignment and client engagement throughout project lifecycles.• Facilitate internal project meetings, aligning tasks with team members, fostering collaboration, and resolving team conflicts to maintain project momentum.• Mentor and coach a team of nine, driving professional development and enhancing team performance while collaborating with Account Managers to implement client retention and growth strategies.• Manage project staffing and resource allocation, ensuring timely delivery and maintaining high-quality client communications to ensure project success.• Conduct risk assessments, proactively address issues, and escalate critical concerns to safeguard project outcomes and ensure continuity.• Coordinate the delivery of coaching services, aligning them with client objectives and addressing any challenges to maintain high performance.• Manage key project software tools (Coaching Zone, Asana, Assessment Zone), ensuring smooth integration and functionality for efficient project execution.• Lead project retrospectives to capture learnings and drive continuous improvement, implementing enhancements for future engagements.
