Main Responsibilities of a Client Success Manager at Watermark Insights
Daniel, a Client Success Manager at Watermark Insights, ensures higher education institutions effectively utilize "digital solution tools" for accreditation processes, acting as a "relationship manager" with 9-12 client meetings weekly. This involves not only client support and satisfaction but also identifying opportunities to "upsell or cross-sell" additional tools to meet evolving client needs.
Client Relationship Management, Higher Education, SaaS Sales, Data Analysis Applications, Strategic Account Management
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Daniel Zarazua
Client Success Manager
Watermark Insights
The University of Texas at Austin, 2012
The University of Nevada, Las Vegas - Masters in Education, Curriculum and Instruction
Legal & Policy, Anthropology, Sociology
Education
Sales and Client Management
Honors Student
Video Highlights
1. Client Success Managers work with a portfolio of clients, ensuring satisfaction and effective tool utilization.
2. They act as relationship managers, conducting regular meetings and providing technical and strategic support.
3. The role also involves upselling and cross-selling new solutions based on client needs and challenges, requiring sales and relationship management skills.
Transcript
What are your main responsibilities within your current role?
That's a good question. I manage a portfolio of clients in different regions of the US who use our tools. Currently, I focus on Southern schools going through the SACSCOC university college accreditation cycle and Northeast schools focusing on Middle States accreditation.
These institutions must showcase to creditors that they are doing their job every few years through an accreditation process. They need to present data insights on faculty performance, graduation and retention rates, and their strategic plan for the next five years. Our company ensures they have digital reports for this, rather than paper-based ones.
My job is to make sure clients are using the digital solutions they purchase from us in a strategic manner. On a day-to-day basis, I meet with about three to four clients within my territory to ensure they are satisfied. If they have questions about using the tools, I provide technical points of contact.
For more strategic initiatives, I help align their use case with specific goals. I act as a relationship manager, ensuring they are heard and supported. This can involve meetings with institutions once a month or every two months.
I typically handle between 9 to 12 meetings a week. Each institution may use multiple tools, involving different teams. At the same time, I have the opportunity to upsell or cross-sell new solutions.
If a client is doing well with one assessment tool but needs more information on a specific problem, I can bring in an account executive. We then provide updates on how a new solution can help them and ensure they are utilizing our tools to the best of their ability. My day-to-day responsibilities include being client-facing and, when necessary, upsellng and cross-selling tools.