SAI360 – Who We Are
SAI360 is giving companies a new perspective on risk management. By integrating Governance, Risk, Compliance (GRC) software and Ethics &Compliance Learning resources, SAI360 can broaden your risk horizon and increase your ability to identify, manage, and mitigate risk. See risk from every angle. Visit
www.sai360.com. Job Scope and Accountabilities:
The Customer Success Manager (CSM) is responsible for the successful program delivery and adoption of SAI’s products and services to our customers and advocate on their behalf.
Manage assigned client relationships to ensure that the highest level of service is provided.
Drive adoption, engagement, and satisfaction with SAI360 products and services through a regular cadence of proactive activities and structured touchpoints.
Understand customer objectives and how they translate to business outcomes.
Train customers on SAI360 products.
Build strong long-term relationships with customers by staying in strategic and constant communication and efficiently resolving issues tailored to client needs.
Liaise with all necessary internal departments to ensure client solutions are delivered per agreed upon scope and timelines.
Serve as the point of contact for issue resolution and liaise with all necessary internal departments to ensure customer issues are resolved and escalate issues accordingly to ensure visibility and timely resolution.
Partner with Account Managers to facilitate successful renewals and drive revenue growth through adoption and identify opportunities for upsell and cross sell.
Build customer loyalty and reduce churn.
Develop and maintain cross-functional relationships within SAI360, partners, and various other stakeholders.
Foster a customer-centric team environment.
Partner with the Account Management team to save At Risk accounts.
Become an expert in SAI360 products and educate customers on the use and benefits of our products.
Travel to priority customers to strengthen relationships, conduct gap analysis, report on usage and lead value driven discussions (approximately 10% travel is estimated).
Track and report result of all customer initiatives within salesforce.com. Key Responsibilities:
Manage assigned client relationships to ensure that the highest level of service is provided.
Serve as the point of contact for the delivery of all services.
Assist clients in the definition and design of ethics and compliance program strategies, curriculum, communications, and implementation plans.
Manage the client program through ongoing client collaboration.
Develop a deep understanding of customer’s ethics and compliance business requirements and share best practice recommendations to drive continual program improvement.
Liaise with all necessary internal departments to ensure client solutions are delivered per agreed upon scope and timelines.
Champion client requests; represent client interests in product and service solution planning initiatives.
Escalate issues accordingly to appropriate Service management to ensure visibility and timely resolution.
Manage client utilization to ensure effective use of programs purchased.
Maximize working knowledge of all product and service solutions to identify new business opportunities.
Track and report results of all client initiatives.
Perform business development activities as required to assist Sales in the acquisition of new and development of existing business
Complete other projects as assigned.
Travel (approximately 10%) may be required. Qualifications and Experience Required:
Degree from an accredited four-year college or university strongly preferred, but not strictly required.
Proven track record in consultative customer facing role, ideally within technology or SaaS based companies. Ideally 5+ years of professional experience.
Knowledge, or general understanding, of Business Ethics and/or Governance, Risk, and Compliance (GRC) challenges and solutions within Corporate Markets.
Basic technical ability with Microsoft Office 365 products, salesforce.com or other popular CRM brands, Zendesk, and remote meeting tools (i.e. Teams, Zoom) Interpersonal Skills:
Excellent interpersonal, written, and verbal communication skills required along with the ability to collaborate within a remote-work environment throughout all levels of the organization.
Excellent interpersonal, written, and verbal communication skills required with the ability to work within all levels of an organization.
Ability to collaborate with and influence internal and external partners.
Have a positive attitude with an innovation and change mentality.
Expected to work independently, and as part of a virtual team where open, collaborative communication is encouraged.
Self-starter with strong initiative, ownership, and accountability to the business
As required by applicable Pay Transparency laws, the base salary range for this position is $75,000 - $85,000 plus opportunities for bonuses or commission. Exact compensation may vary based on skills, experience, and location.
Additional Information
Why SAI360?
We pride ourselves on providing great employee programs that are centered on supporting the health, wellness, and ongoing training and development of our people within a flexible work environment. In the U.S., our competitive employment package includes health insurance and pet insurance to support your family no matter what it looks like. We offer both time off and quarterly wellness days for downtime to help our people refresh so we can all thrive. In our remote-first workplace, our people embrace the diverse ideas and work styles of global collaboration with the right tools to succeed in your role no matter where you are located. We offer competitive compensation, a bonus incentive plan, and a strong 401(k) match.
We are headquartered in Chicago and have locations throughout the U.S., and we operate across Europe, the Middle East, Africa, the Americas, Asia and the Pacific.
SAI360 is an equal opportunity employer and makes hiring decisions based on experience, skills, aptitude, and can-do approach. Apply today and come join our team!
