- Location
- Belen, La Ribera, Costa Rica
- Workplace
- Hybrid
- Type
- Full-time
- Seniority
- Manager
- Closing date
- Today
- Source
- Workday
Description
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
The Client Success Manager (CSM) is responsible for building and maintaining strategic relationships with clients to ensure a strong partnership, maximize the value they receive from services, and support client retention and account growth. Acting as the primary advocate for the client, the CSM collaborates closely with internal teams across sales, operations, finance, and leadership to address issues, facilitate communication, and ensure timely resolutions.
This role requires managing multiple priorities and clients in a fast-paced environment while proactively identifying opportunities to enhance the client experience and expand service offerings. The CSM also oversees client-facing discussions related to billing, invoicing, and collections, coordinating with internal stakeholders to resolve concerns effectively. Additionally, the role involves analyzing and synthesizing operational, project, and incident data, then presenting insights through reports, dashboards, and client presentations. Success in this position requires strong communication skills, the ability to work independently, and the capability to bring cross-functional teams together to resolve issues and drive positive client outcomes.
Key Responsibilities:
Serve as the primary advocate for client satisfaction, retention, and account growth.
Maintain a deep understanding of client contracts, services, and SLA commitments to identify and mitigate risks.
Monitor service utilization and validate billing accuracy across assigned accounts.
Proactively recommend service enhancements, upgrades, and new solutions to improve the client experience.
Provide regular internal updates on account status, client sentiment, and remediation plans.
Manage churn forecasting and develop strategies to mitigate client attrition.
Coordinate collections-related activities and collaborate with clients and internal teams to resolve outstanding balances.
Oversee multiple concurrent client initiatives, ensuring visibility into progress, risks, and issues.
Support contract renewals by partnering with Sales and other internal stakeholders.
Facilitate ongoing client communication through status meetings, business reviews, and executive briefings.
Act as an escalation point for operational issues and service concerns.
Support customer satisfaction initiatives, including NPS surveys and follow-up actions.
Assist account teams during major incidents and critical service events.
Ensure timely responses and effective resolutions for change requests and incidents.
Maintain strong relationships with Sales, Account Managers, Strategic Advisors, and Executive Sponsors.
Develop and nurture long-term relationships with key client stakeholders.
Participate in internal account planning and strategic account reviews.
Establish and manage a cadence of business reviews to discuss account health, performance, and future opportunities.
Requirements:
BS/BA degree and technology background strongly preferred
8+ years’ experience in Client Success, Service Management or related role
Working knowledge of: Public cloud environments, features and technical attributes, with certifications a plus. Technical account level exposure desired related to managed hosting/managed services and professional services
Familiarity with client contracts and the process of client renewals
Ability to manage multiple accounts and priorities
Demonstrated ability of a high degree of independence and the ability to be proactive and solution oriented
Excellent interpersonal and relationship building skills
Strong written, verbal and communication skills
Generate innovative ideas and the ability to challenge the status quo, particularly in the identification of opportunities within assigned accounts
Project management training and experience is a plus
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
