Senior Client Success Manager

Job Details

Description

Archer – Senior Client Success Manager

Location – REMOTE: can be based in US or Central/South America

Territory – LATAM and US

Archer is a leading provider of integrated risk management (IRM) solutions that enable customers to improve strategic decision-making and operational resilience with a modern technology platform that supports qualitative and quantitative analysis driven by both business and IT impacts. As true pioneers in GRC software, Archer remains solely dedicated to helping customers manage risk and compliance domains, from traditional operational risk to emerging issues such as ESG. With over 20 years in the risk management industry, the Archer customer base represents one of the largest pure risk management communities globally, with more than 1,200 customers including more than 50% of the Fortune 500. Learn more at www.ArcherIRM.com.

We are currently seeking a Senior Client Success Manager to join our passionate and high performing team. This is a chance to make your mark on a rapidly growing team at Archer.

Candidates must be able to demonstrate strong experience in client advocacy, industry strategy, and solution development, preferably with risk-related technology.

Key Responsibilities

As a Senior Client Success Manager, you are responsible for consulting with existing Archer customers on adoption and value realization of existing products, understanding and coaching on use case best practices, and identifying configuration and deployment issues. The Senior Client Success Manger will also partner with the Account Manager to assist in identifying commercial opportunities in accounts and will assist in the technical success of the renewal process.

In This Role, You Will

• Assist with client kick-off kickoff to schedule and plan the engagement. Establish mutual common purpose, understand key drivers, and define what success looks like.
• Review customer usage, look for additional use cases to “turn-on”, including telemetry analysis, account storage monitoring, and reviewing open tickets.
• Conduct regular strategic planning sessions to understand current state and business problem definition and define target state and success.
• Drive measurable usage and adoption results via value realization of existing products.
• Establish method and procedures to protect existing accounts by increasing customer satisfaction and ultimately enabling expansion opportunities.
• Evaluate customer platform experience, fill expectation gaps.
• Conduct regular, proactive reviews of client program performance, resulting in optimization and best practice recommendations that drive measurable results for clients.
• Understand and communicate client's goals and perspectives as a client advocate to internal teams.
• Maintain comprehensive functional knowledge of Archer products, services, and solutions to educate clients and identify opportunities for new product adoption.
• Track key account and program success metrics including overseeing the production of regular client reporting dashboards and strategic business review data.
• Identify product or configuration issues within the account and escalate to the appropriate resource to resolve.
  
  

Essential Requirements

• Proficiently speak English, Spanish and Portuguese (Trilingual)
• Self-motivated with demonstrated ability to manage multiple initiatives simultaneously.
• Strong client presentation development and delivery skills
• Project management orientation and attention to detail required.
• Ability to understand customer strategy and business challenges and connect to relevant solutions provided by Archer platform.
• Understand SaaS platforms and technical solutions and connect to broader business strategy.
• Ability to work collaboratively with employees, partners, and customers across function/regions.
• Prior experience with RSA Archer or other competitive solutions, GRC practices, Client Success, Sales Engineering, or Enterprise Sales organizations is preferred.
  
  

Additional Information

About Archer’s Culture and Work Environment:

Our people, team collaboration and dynamic leadership is the centerpiece of our great culture and the reason for Archer’s 25 years of success. Over the years, many companies and global organizations have been faced with tough decisions. Layoffs, reorganizations, acquisitions, and mergers. Yet, throughout these challenging times, Archer has exemplified strong innovation and growth and a commitment to our employees.Why is this possible? Collaboration is the key to our success. It inspires great innovation and innovative ideas. It is why Archer's is a household name in the GRC space. Companies, from F500 – F1000, come to Archer first - for our thought leadership and for our ability to meet customers where they are. As we continue to grow and evolve, our focus will remain the same: continue innovating, support our customers and employees and continue driving the risk management industry to new levels.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at management discretion based on business need.

Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact [email protected]. All employees must be legally authorized to work in Country they are applying for. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.

Pay Transparency Notice: We’re committed to fair and transparent pay practices. In line with state pay transparency laws, the salary range for this role is available upon request. Please contact our Talent Acquisition team at [email protected] for the range and related compensation details. Actual pay may vary based on location, experience, skills, and internal equity.