Client Success and Enablement Manager, Partnerships
Full-Time Position | Work from Anywhere (Excluding CA, CO, MT, NY)About Harbor Compliance:Harbor Compliance is a rapidly expanding technology firm that's reshaping how nonprofits and businesses handle critical compliance challenges. Recognized on the Inc. 5000 and Deloitte Technology Fast 500 lists, we use innovative technology to demystify the complexities of business licensing and legal entity management. Since our 2021 merger with Labyrinth, Inc., our client base has surged to over 40,000, and our journey of growth and innovation continues.Position Overview:The purpose of the Client Success and Enablement Manager extends beyond just ensuring client satisfaction.
It is a vital bridge between the partner and internal stakeholders, fostering collaboration, alignment, and mutual success. As the key liaison between the Partnerships team and the Service organization, the Client Success and Enablement Manager is responsible for establishing business processes and successful execution of client services to be delivered under the partnership agreement. The Client Success and Enablement Manager ensures that our teams are aligned with partner objectives and equipped to deliver exceptional service. This includes advocating for necessary changes or enhancements to meet client needs better, coordinating efforts between departments to provide a seamless client experience, and proactively addressing challenges to maintain client satisfaction.
It leads the development of internal and client-facing knowledge base content in coordination with Harbor Compliance’s Learning and Communications Partner, ensuring necessary information and resources are available to deliver exceptional client experiences consistently. By fostering a culture of proactive collaboration and internal knowledge-sharing, the manager empowers our partnership teams to deliver value-added solutions and support to our clients.Key Responsibilities:
- Client Retention: Achieves a gross retention rate of > 90% for partner client accounts by:
- Identify at-risk clients through regular engagement and proactive monitoring, then implement targeted retention strategies to address their concerns and prevent churn.
- Regularly conducts check-in meetings and business reviews (as appropriate, depending on account type and client needs) to assess satisfaction levels and track progress toward goals.
- Achieves a net retention rate of 110% for partner accounts.
- Train and enable the Client Service Associate and Compliance Analyst teams to proactively highlight service gaps with non-reseller partner clients to ensure total compliance.
- Identify opportunities for upselling and cross-selling additional products or services based on a deep understanding of the client’s evolving needs, usage patterns, and business objectives.
- Collaborate closely with Partnership team to successfully execute upsell and cross-sell opportunities.
- Partner Client de-escalation: Able to successfully de-escalate 95% of Tier 1 & 2 partner client escalations. Respond to all escalations within 2 hours during business hours.
- Listens carefully to clients to ensure a full understanding of the emotional aspects of the client’s frustration.
- Identifies the major problem, including what precipitated the crisis.
- Reassures the client that we are a collaborative advocate.
- Negotiates a solution that balances the needs of the client with the needs of the business.
- Ensures the swift execution of promised outcomes.
- Follows through to confirm resolution and positive outcomes.
- Uses discretion to offer account credits, refund, or other resolutions as appropriate.
- Partner de-escalation: Supporting the Partnership Manager and Partnership Accounts Team Lead in resolving partner frustrations or escalations.
Required Qualifications:
- 5+ years of client-facing experience in a CSM, AM, or similar role
- Strong background in achieving KPI’s and SLA’s
- Uses syntax, grammar, and vocabulary correctly within the context of the conversation. Oral conversations demonstrate an articulate, confident, and appropriate tone.
- Written messages are organized, clear, and on-topic.
- Strong computer literacy (email, word processing, video conferencing, online research, CRM, and software navigation)
- Prior responsibility to teach or demonstrate software and/or drive adoption for functionality and navigation (internally or externally)
- Skilled in promptly identifying, analyzing, and solving complex client issues. Capable of handling client complaints and conflicts effectively, turning challenges into opportunities for relationship strengthening.
- Proficiency in project management methodologies and tools, including the ability to effectively plan, execute, and oversee initiatives aimed at driving client success and enablement.
Preferred Qualifications:
- Prior sales or service background in a similar B2B role (account manager, relationship manager, client success manager).
- Demonstrated success in driving client retention and generating revenue with large-scale accounts.
- Direct work experience with entity, licensing, tax, and/or records management solutions or services.
- Experience in a fast-growth (minimum 25%+ YoY) environment.
Location and Hours:This is a full-time position. You are welcome to work remotely or from our Rockville, MD, or Lancaster, PA, offices.Compensation:We offer a competitive salary and a comprehensive benefits package that includes paid time off, health insurance, and a 401(k) plan with company matching.Apply Now:If you're driven to deliver exceptional client service and thrive in a dynamic, supportive environment, Harbor Compliance is your next career move. Apply today and join a team that values growth, innovation, and client successHarbor Compliance is an Equal Opportunity Employer.
