Client Success Manager II

Job description

SQA protects through quality. We have a global footprint that supports complex and highly regulated supply chains. The partnerships SQA has created over the past 30 years have benefitted our clients’ integrated strategies, which SQA can support on an annual basis. SQA works with its client partners and their supply chain in over 90 countries annually, deploying over 1000 associates. SQA understands the complexity and challenges of a global supply chain and our clients see that the results from SQA exceed their internal efficiencies. Annually, SQA performs thousands of audits, 3 million parts inspected at the source, and 70,000 hours of Engineering Supplier Development. This occurs in the form of managed programs at their suppliers that include, but may not be limited to, audits, assessments, supplier development, part approvals, inspection, remediation, self-release, and full-time surveillance. **Overview:** As a Client Success Manager II at SQA Services, you will play a pivotal role in supporting SQA’s client-facing interactions while driving contract renewals, client health, and identifying expansion opportunities. They will coordinate the successful delivery of services and solutions to clients, manage client relationships, and oversee client satisfaction. This role involves overseeing the execution of projects and services, managing timelines, resources, and budgets, and acting as the primary point of contact between the client and internal teams. The Client Success Manager II works closely with Business Development, Engineering, Service Delivery, Accounting/Finance, and Digital Services to ensure that client expectations are met or exceeded, while maintaining a high level of service quality. ### Client Health Management: - Proactively monitor client health metrics (adoption, engagement, satisfaction, performance outcomes). - Develop action plans for “at-risk” accounts to mitigate churn and improve overall health. - Drive continuous improvement initiatives based on client feedback and industry best practices. - Lead Quality Business Reviews (QBRs) to assess performance, alignment with KPIs, and opportunities for improvement. ### Renewals: - Own and drive the renewal process, ensuring contracts are signed on time with minimal risk. - Partner with internal teams (Business Development, Finance, Legal) to streamline the renewal cycle. - Identify early warning signs of non-renewal and execute intervention strategies. ### Expansion: - Partner with clients to uncover new service opportunities, departments, or regions for expansion. - Collaborate with Sales on upsell and cross-sell opportunities. - Deliver insights and recommendations that highlight the ROI and additional potential value of our solutions. ### Industry & Compliance Expertise - Stay current on industry trends, regulations, and compliance requirements in Life Sciences, Data Centers, and Aerospace. - Provide insights and thought leadership to clients around evolving standards and risk mitigation. - Translate technical QA/QC services into business value for stakeholders ranging from operations leaders to executives. ### Secondary Responsibilities: Supporting any other areas within SQA for continued success. - Supporting any other areas within SQA for continued success. ### Qualifications, Skills, and Experience: - Qualifications, Skills, and Experience: - Bachelor’s degree in Business, Engineering, Life Sciences or related field (advanced degree a plus). - 5+ years of experience in Client Success, Account Management, or Quality Management in regulated industries. - Aerospace experience is a plus. - Strong knowledge of quality systems, compliance frameworks, and industry certifications (e.g., AS9100, GMP, GLP, GDP, ISO 9001, ISO 13485, etc.). - Proven track record of managing enterprise clients in technical or regulated environments. - Proficient in MS Office, CRM (HubSpot, etc) - Exceptional communication, negotiation, and presentation skills. - Ability to translate complex technical or regulatory information into client-friendly language. - Strong problem-solving mindset with the ability to manage escalations calmly and effectively.