Level 2 - Client Success Manager

Summary

Illumia is an industry leader in integrated technology solutions for education, healthcare, and business campuses worldwide. The Client Success Manager serves as a trusted partner to clients by managing onboarding, renewals, account growth, product adoption, data accuracy, quotes, orders, and cross-functional sales enablement.

Responsibilities

• Act as a trusted subject matter expert (SME), advising clients on solution architecture and product roadmap alignment based on their operational environment and strategic goals
• Partner with AEs to execute joint account strategies that drive client success and revenue growth
• Lead client onboarding for assigned accounts by ensuring proper account setup in D365 CRM, AHA! Ideas Portal, and support/training portals
• Own the full Illumia renewal lifecycle, ensuring timely and accurate quote delivery and invoicing - e.g., April renewals are invoiced on or before March 31
• Develop, negotiate, and secure multi-year renewal agreements, tailoring proposals to client goals and budget cycles
• Monitor and report renewal pipeline status weekly in D365 CRM in collaboration with AEs
• Generate and manage short-cycle quotes for software, hardware, and service add-ons aligned with territory goals
• Facilitate scope and solution calls (e.g., conversion, add-ons) when AE coverage is limited
• Approve sales orders by validating pricing accuracy, shipping address and contractual alignment with issued quotes
• Provide real-time updates on order status, shipping, and resolve credit or return authorizations with minimal delay
• Maintain complete and accurate client profiles, contact details and product information in D365 CRM, ensuring integrity for sales reporting and forecasting
• Monitor account transitions, manage client loss processes, and oversee data quality across systems
• Reconcile client data across D365 CRM and other internal systems, proactively identifying discrepancies and implementing corrections to maintain accuracy
• Drive upgrade campaign execution by understanding upgrade paths, coordinating with Support, and tracking client migrations
• Promote product utilization through training recommendations, upsell discussions, and cross-sell of third-party integrations
• Support clients in managing the full lifecycle of their technology, including proactive planning for end-of-life equipment and ensuring a well-structured replacement strategy is in place
• Contribute to AE-led pipeline reviews, Quarterly Business Reviews, and regional planning sessions to align strategies and share client insights
• Promote and coordinate client engagement in product-focused webinars, regional events, user groups, and success programs to strengthen loyalty, uncover opportunities, and support marketing initiatives
• Support the VP and sales leadership in achieving regional quotas by aligning client outcomes with business growth

Skills

• Bachelor's degree or equivalent work experience
• 2+ years of experience in sales or customer service, preferably for a software technology company
• Knowledge of the higher education market and ability to manage a book of business of 75+ accounts at any given time
• Ability to work both independently and in a team environment, with strong oral and written communication skills
• Technical proficiency with CRM systems (e.g., D365) and comfort managing quotes, orders, and account data across multiple platforms
• Travel for this role can range from 5-10%, primarily for client visits, regional user groups, and industry events
• Prior experience negotiating multi-year contracts and driving upsell/cross-sell revenue
• Familiarity with the AHA! Ideas Portal, campus ID & commerce solutions, and third-party integration ecosystems

Qualifications

Must Haves

• Bachelor's degree or equivalent work experience
• 2+ years of experience in sales or customer service, preferably for a software technology company
• Knowledge of the higher education market and ability to manage a book of business of 75+ accounts at any given time
• Ability to work both independently and in a team environment, with strong oral and written communication skills
• Technical proficiency with CRM systems (e.g., D365) and comfort managing quotes, orders, and account data across multiple platforms
• Travel for this role can range from 5-10%, primarily for client visits, regional user groups, and industry events

Nice to Haves

• Prior experience negotiating multi-year contracts and driving upsell/cross-sell revenue
• Familiarity with the AHA! Ideas Portal, campus ID & commerce solutions, and third-party integration ecosystems

Benefits

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan
• Some positions may include additional compensation in the form of bonus, equity, or commissions.