Osg is a global provider of leading customer engagement and payment solutionsWe help clients integrate critical customer interactions to optimize working capital and drive profitable business growthOur solutions aim to connect the entire customer experience by aligning transactional, payment, and marketing touchpoints for simplified operations and smarter engagementPlugging into the power of our innovative technology and data-driven insights, we curate tailored, digital-first strategies for a range of industriesThe goal: to modernize processes and create frictionless experiencesOur clients benefit from a partnership that values simplicity, security, and connectivity—for today`s environment and tomorrow`s innovation.
Osg captures the moments of intersection between transactional, payment, and marketing services to holistically engage customers across platformsWe create more connected customer experiences by simplifying your business processes; transforming your operations; and unifying all communication touchpointsOur comprehensive solutions embrace the modern consumer’s lifecycle, streamline the payment process, reduce costs, and improve efficiency.
We are seeking a talented individual to join our team to help support and facilitate our growth and expansion of servicesWe are looking for an energetic, driven and passionate leader!
The client success vp is responsible for establishing the post-sale relationship with the client with an emphasis on client satisfaction, loyalty, growth and retentionThis is done through proactive client engagement from the time of onboarding through the life of the clientThe serves as the client advocate throughout the organization, ensuring their needs are being met at all time and ultimately increasing net promoter scoresWill also oversee a team of customer success mangers and up to 60-70 external relationships.
Gain knowledge of client to identify and understand their short and long term goals, as well as the challenges they are facing.
Participate in client onboarding as a spectator to become familiar with the client and their work.
Establish and maintain a positive ongoing relationship with assigned accounts and perform periodic health checks to ensure they are satisfied with services and products.
Monitor client activity to identify changes in behavior (mail volumes, change requests, etc.)Monitor at risk status in salesforce.
Identify opportunities for assigned accounts to become osg advocates through testimonials and case studies.
Monitor client activities performed by other departments at a high level to ensure client expectations are met.
Based on the challenges, goals, and opportunities of the assigned clients, identify the potential upselling of products and servicesEngage account manager as product sme and sales expansion support.
Increase overall value by driving adoption of osg professional services and platforms.
Serve as the point of escalation for client issues and oversee resolution, including the coordination of internal meetings as needed.
Schedule and lead quarterly business reviews with internal departments regarding all assigned clients.
Schedule quarterly business reviews with all assigned clients and engaging internal sme’s as needed.
Perform cost-benefit analyses on assigned clients for roi reporting, ensure benefits are shared with internal champion(s) & client sales.
Coordinate activities around contract renewals, price adjustments, rfp responses and quoting.
Support timely payment from client as needed.
What you will need to be successful:
Customer focus: developing customer loyalty, satisfaction, and repeat business (i.e., low attrition) as well as executive-level advocates via a deep understanding of customers’ businesses
Business acumen: understanding business case fundamentals including balance sheets and roi scenarios with ability to prepare a business case presentation; building a complete business case with fundamental understanding of key gains and advantages.
Communication: communicating through written means; demonstrating prudence in the written word; communicating clearly; observing rules of form, style, and syntax
Retaining customers: gaining customer loyalty; possessing personal connections with accounts; asking for references; preventing customer attrition; serving as a trusted advisor; generating repeat business
Extensive knowledge of digital services (email, micro-sites, etc.), creative services and print procurement
Extensive knowledge of osg core capabilities, products, services and equipment
Extensive knowledge of osg core client facing platforms
3 weeks of paid time off annually; 5 sick days
Medical, dental, vision plans, employee assistance program, as well as life insurance and ltd plans
Supplemental life insurance
Voluntary accident and critical illness insurance, respectively
Flexible spending account available
Osg offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.”