Client Success Manager
The Predictive Index
Westwood
PURPOSE:
The Predictive Index, a leader in workplace behavioral science, is an award-winning best place to work (Inc., Glassdoor, Boston Business Journal, The Boston Globe).
Our mission is "Better work, Better world," and we take great pride in PI's power to supercharge workplace relationships and culture to achieve the unthinkable. We're our own best case study!
That includes how we work in an AI world. We're rethinking roles, teams, and careers around people and AI working together, and we're applying what we learn inside PI to the products we build for our clients. You'll be working toward a mission that inspires you, and you'll be surrounded by fun, smart, driven people day in and day out.
There's a reason more than 10,000 companies, including The LA Clippers, Hugo Boss, Nissan, Pendo, AstraZeneca, and Bosch, trust PI to help them hire top talent, design winning teams, and develop leaders at every level. Come discover how we empower our clients to solve their biggest challenges and make their business dreams come true.
The Predictive Index is a place where people with diverse backgrounds, experiences, and perspectives collaborate on amazing, important work. We celebrate our differences, knowing that they are fundamental to our success as an organization. "Better Work, Better World," starts here, in an organization where every member of the PI community is valued, respected, and welcome. We encourage people from underrepresented backgrounds to apply.
DISCLAIMER: Due to limited recruiting capacity on our People Ops, we will begin reviewing resumes for this role on October 13th. We appreciate your patience and understanding.
THE OPPORTUNITY:
At The Predictive Index, we help organizations understand what makes people tick, and our Client Success team is where that promise comes to life for our customers. As a Client Success Manager, you'll be the PI expert and bring the power of talent optimization to a portfolio of clients. You'll build dynamic, lasting relationships to manage and grow direct accounts for PI while enabling your customers to optimize their talent effectively.
Reporting to the Manager, Client Success, you'll learn each client's objectives, support their use of PI's software (including the AI capabilities built into it), and coordinate training with Certified Partners. The ideal candidate can understand and solve individual business challenges while executing on multiple tasks and projects at once.
Like everyone at PI, you'll work alongside AI every day. Here, that means using it to prep faster, spot trends in client data sooner, and keep your book of business organized, so more of your time goes to the conversations and relationships that need a human touch. If you function best in a client-focused, fast-paced environment where you're expected to think outside of the box and take action, you may be a good fit.
WHAT YOU'LL DO:
- Own the client journey. Manage the onboarding, implementation, adoption, and advocacy for a portfolio of PI clients, using AI tools to keep account plans, notes, and follow-ups organized as your book grows.
- Drive adoption. Maximize customer awareness, engagement, and adoption of PI solutions throughout each client, including helping them get real value from the AI features in PI's platform.
- Consult and challenge. Be willing to consult and challenge clients and their users on talent optimization strategies and practices to achieve their desired outcomes, including how they hire, build teams, and develop people as AI changes the way work gets done.
- Tell the story with data. Present insights and metrics related to a client's utilization of PI products to client key contacts and/or the C-Suite, using AI to pull together usage data and trends so your time goes into the story and the recommendations.
- Find the next opportunity. Utilize discovery to identify new opportunities within client accounts, with AI helping you prep for calls and surface patterns across conversations.
- Grow accounts. Collaborate with the Client Account Manager on potential expansion opportunities and renewals to increase average contract value in service of both gross and net dollar retention.
- Stay on top of it all. Utilize effective time management, resources, systems, and AI tools to ensure each client's varying needs and deliverables are being met.
- Be the voice of the customer. Act as the customer advocate when working with internal teams such as Direct Sales, Product, Science, and Marketing, sharing client feedback that helps shape the products we build, including our AI offerings.
WHAT YOU'LL BRING:
- Strong business acumen, account management, problem-solving, planning, and analytical skills
- Proven account management experience and a track record of meeting or exceeding key metrics
- Experience communicating effectively at all levels of the organization, including executive and C-Level
- Experience delivering client-focused solutions based on customer needs
- Ability to synthesize and summarize client feedback systematically, ideally with AI tools as part of how you do it
- Excellent interpersonal communication (both written and verbal) and presentation skills, and the ability to collaborate effectively with various groups
- Proven ability to manage multiple projects at a time while paying attention to detail
- Excellent listening and negotiation skills
NICE TO HAVE:
- Previous experience with talent management and organizational design
This is an non-exempt, hourly position. The compensation for the role is $96,000 OTE annually, with full access to PI's benefits package, including unlimited PTO and 401(k) with match.
At The Predictive Index, we value flexibility. All PI employees have the choice to work either at our Westwood, MA headquarters, Remote, or a mix of both! Every PI employee gets access to AI tools and ongoing training to use them well.
Just as our employees are threads in the cultural fabric of PI, THREADS is our framework for understanding our core values.
Teamwork: Focus on the “we,” not the “me.”
Honesty: Follow your moral compass.
Reliability: Be someone others can count on.
Energy: Be balanced, be energized.
Action: Errors of action are better than errors of inaction. Be brave.
Drive: Own it.
Scope: Don't try to boil the ocean.
The Predictive Index participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.
The Predictive Index is an Equal Opportunity Employer.
This position may be performed in our Massachusetts headquarters or remotely within the United States. #LI-REMOTE
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