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Client Success Analyst
JO-1901-4325
Denver
No

Slalom is seeking a Client Success Analyst to support the end to end commercial and account operations for our anchor accounts. This person will be part of the core team supporting our clients.

The Client Success Analyst will work directly with the Account Management team having responsibilities in ensuring the account runs effectively and smoothly. In their role, they will be responsible for managing certain recurring and ad hoc account operational activities. Primary areas of responsibility will include contract, invoice, and purchase order management, time management, and resource management. In addition to these core areas, the Customer Success Analyst will also support the account team and the broader leadership team in developing and executing the account strategy, defining and effectively using tools to support the operations of the account (e.g. SharePoint, MSFT Teams, Salesforce, ChangePoint, Workday), and managing the data that will help the account team and the client make timely and effective decisions. Additional stretch areas, if the candidate is interested, might include managing marketing material and supporting marketing events on the account, support of sales activities including proposal development and curating reusable sales collateral and project artifacts to help organize the team and maintain progress on various internal initiatives.

Under the direction of the account lead, the Client Success Analyst’s detailed responsibilities may include any of the following, depending on the needs of the team.

Contract Management and Engagement Set-Up

  • Becoming the expert on the contracting process utilized by the client(s) including the proper routing and completion of documents and escalation paths to resolve challenges in the contracting process
  • Maintaining current copies of contracting templates including statements of work for each engagement model and the associated change order templates
  • Assisting the account management team to ensure timely engagement setup of won opportunities including confirmation of staffing plans and management of engagement requests with the EMO
  • Assisting the account management team in timely receipt and processing of purchase orders
  • Ensuring consistent management of signed contracts, invoices, and purchase orders
  • Providing signed documentation and purchase orders to EMO in order to complete engagement set-up and initiate billing
  • Serving as the primary point of contact with EMO/Billing on invoicing progress, timely delivery of invoices to client, and invoice issue resolution
  • Serving as the primary point of contact with the account management team on ensuring timely approval of invoices and addressing any issues with internal invoicing and the client’s billing function. They would work with account management on any discussions required with end clients to resolve billing related issues.
  • Assisting account management in determining, by engagement the estimates to complete and estimates at complete
  • Understanding and supporting the various invoice management and estimation processes in place at client
  • Helping to establish planned revenue per engagement and tracking actuals against plan
  • Helping to ensure engagements are closed in a timely manner at project completion
  • Supporting account management in proactive management of extensions
  • Maintaining discount and rebate tracking

Time Management

  • Ensuring timely and accurate code setup for each resource for all active engagements on the managed account(s)
  • Ensuring timely time approval by all account team members including end of month and end of quarter
  • Establishing plan hours per resource per engagement and tracking actuals against plan
  • Providing an actual against plan report for each ongoing project to the accountable Project Lead weekly
  • Providing support by forecasting project and individual overages as well as underspends
  • Ensuring charge codes are closed in a timely manner

Resource Management

  • Refreshing and managing a process for resource onboarding by location including facility access, system access, and account onboarding
  • Supporting account management in proactive management of resources approaching end dates and potential next role
  • Confirming and tracking regular consultant check-ins by leaders
  • Supporting regular account gatherings including monthly and quarterly meeting
  • Supporting the leadership team in defining and driving towards consultant engagement goals
  • Managing the client resource roster

Account Reporting

  • Assisting with the preparation of account metrics for office reporting
  • Assisting with the preparation of the yearly and half-year adjustment forecasts
  • Developing and maintain monthly a report of actual against forecast
  • Supporting the account management team in the weekly office opportunity and staffing calls

Other Responsibilities

  • Assisting leadership team in maintaining the account strategy and the collection of initiatives and opportunities that help achieve the targeted outcomes
  • Assisting in annual account planning and quarterly account plan update activities
  • Supporting the leadership team in tracking actions and decisions from recurring operational meetings
  • Supporting the leadership team in recurring and ad hoc status meetings with office leadership 
  • Assisting account management to define and drive consistent use of tools across the account(s)
  • Assisting account management to define and drive effective use of data to drive actions and decision making
  • Assisting in designing reports to support account operations
  • Supporting the leadership team to drive client marketing initiatives on the account or industry-wide and working with the local markets and national marketing activities
  • Supporting the leadership team in maintaining reusable sales collateral and helping to drive consistency and reuse in proposal development
  • Supporting internal change management activities for standard processes and tools (e.g. onboarding, use of Teams, completing client training) across the account: communications, training, adoption)

Qualifications

  • 3+ years of professional work experience
  • Exceptional attention to detail and ability to manage multiple workstreams to closure
  • Strong interpersonal communication skills
  • Excellent analysis skills and ability to focus on detail and accuracy
  • Insatiable drive to learn and recommend improvements to internal processes
  • Strong technology skills with Microsoft tools and ability to learn quickly Slalom-specific/Account-specific business applications
  • Ability to work across teams and organizations and support multiple leaders
  • Ability to manage issue resolution, a willingness to seek help, and ability to maintain calm under pressure
  • Ability to prioritize work activities and seek assistance and clarifying priorities when required

Preferred

  • Previous operations experience
  • Experience with Salesforce, Sharepoint, Teams, Qlik/Tableau
  • Interest in technology, tools, data
  • Experience in a consulting setting
  • Understanding of contract management processes
  • Understanding of opportunity management processes

Slalom is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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