Job title: Client Success Leader Job type: Permanent, full-time Job location: Culver City, CA Summary of position: The Client Success Leader (CSL) is responsible for ongoing client satisfaction and retention. Working with executives and presidents of school districts, colleges, universities, workforce agencies, and student loan agencies, the CSL guides the client through maximizing the benefit of the Xap's services. This client-facing position is accountable for fulfillment of the Statement of Work and contract over the life of the client relationship, as well as working with the client and stakeholders to optimize adoption and use of solutions. The CLS must be a client and market expert, understanding the goals and objectives of the client in implementing Xap solutions. Requirements: Minimum of Bachelor's degree Minimum 5 years experience in client relationship management, higher education, secondary education or related field Thorough understanding of higher education industry Knowledge of admissions process or financial aid process is helpful Basic understanding of electronic data interchange, Internet technology, software development is very helpful, but not required Outstanding verbal and written communication skills Experience interfacing with high level management Proven ability to design and deliver formal presentation to a variety of audiences, including high level management Ability to build mutually beneficial relationships with individuals and groups that result in value and benefit for Xap Proven ability to lead teams in ways that ensure attainment of goals Proficient in using common software tools such as CRM software, project management software, calendaring system and web-based conferencing tools Demonstrated reliability and follow-through Ability to thrive in a teamwork environment Develop thorough understanding of Xap's policies and processes, market and solution strategies Responsibilities: Manage the day-to-day relationship with the client and/or stakeholders Maintain ongoing communication with the client in ways that best meet client needs and expectations Represent client perspective to others in company Engage and monitor the efforts of internal resources to address client needs, concerns or problems, including oversee problem identification and resolution and technical support issues; implement solution enhancements and/or updates; implement training; and client input into solution evolution Consult with and advises client on best practices and optimal approaches to using Xap solution, including ways to optimize adoption and usage of solution Coordinate monthly reporting for the company and client, including solution usage, adoption, status reports, etc. Identify potential sales opportunities and engage with Sales Team Identify and drafts case studies and best practice examples Solicit testimonials from the client Generate referrals based on client relationships

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