The State Strategy Manager is a key leader responsible for driving strategic initiatives aimed at optimizing client satisfaction, retention, and overall business performance through the strategic use of customer support, data and analytics. This role involves program management, collaborating across departments, and leveraging advanced data analytics to shape client success strategies. This position plays a crucial role in influencing decision making and driving continuous improvement of 3Si’s CUSP products, capabilities, and client success function.
The State Strategy Manager is responsible for ensuring clients realize value from 3Si's products and services throughout the customer lifecycle. Serving as a strategic partner and trusted advisor, this role manages client relationships, drives product adoption, supports implementation efforts, and helps clients leverage data and analytics to achieve their goals.
This role works closely with Product, Analytics, and Engineering teams to ensure clients receive exceptional service, meaningful insights, and measurable outcomes. The State Strategy Manager plays a critical role in client retention, satisfaction, and growth by translating client needs into actionable solutions and helping clients maximize the value of the CUSP platform.
WHAT YOU WILL DO
Client Relationship Management
- Serve as the primary point of contact for assigned clients throughout the customer lifecycle, including onboarding, implementation, adoption, and ongoing engagement.
- Build and maintain strong relationships with client stakeholders, including executive leaders, program leaders, researchers, and operational teams.
- Develop a deep understanding of client priorities, business objectives, and success measures.
- Provide proactive guidance, support, and strategic recommendations to help clients achieve desired outcomes.
- Facilitate regular client meetings, business reviews, and strategic planning discussions.
- Identify risks to client satisfaction, adoption, or retention and partner internally to develop mitigation strategies.
Implementation & Program Management
- Lead client onboarding and implementation activities, coordinating efforts across Product, Analytics, and Engineering teams.
- Manage implementation timelines, deliverables, communications, and issue resolution.
- Navigate client organizational structures and processes to facilitate successful data acquisition, integration, and platform adoption.
- Ensure client projects remain on track and deliverables are completed accurately and on schedule.
- Coordinate internal resources to support client needs and ensure a seamless customer experience.
Analytics & Value Realization
- Partner with clients to define success measures, key performance indicators (KPIs), and reporting requirements.
- Translate client questions, business challenges, and use cases into analytical requirements for internal analytics teams.
- Review and communicate analytical findings, dashboards, reports, and performance metrics in a manner that is meaningful and actionable for clients.
- Lead the development and delivery of client-facing Analytics Snapshots, performance reports, and strategic recommendations.
- Help clients understand trends, outcomes, and opportunities identified through CUSP reporting and analytics.
- Collaborate with Analytics teams to validate data outputs and address data quality concerns impacting client outcomes.
- Quantify, track, and communicate the value and impact clients achieve through use of the CUSP platform.
- Product & Cross-Functional Collaboration
- Gather and communicate client feedback, enhancement requests, and emerging needs to Product and Engineering teams.
- Collaborate with Product Management to identify opportunities for new features, capabilities, and solutions that improve client outcomes.
- Partner with internal teams to continuously improve implementation processes, client support practices, and customer experience.
- Support client training, workshops, and educational sessions that increase product adoption and engagement.
Client Retention & Growth
- Monitor client health, engagement, and utilization trends.
- Identify opportunities to expand product adoption and increase client value.
- Partner with leadership to support contract renewals and account growth opportunities.
- Contribute to retention strategies that strengthen long-term client partnerships.
Knowledge & Technical Skills
- Master's degree in a relevant field (e.g., Economics, Business Administration, Education, Public Policy); or an equivalent combination of education and experience.
- 7 (+) years' professional experience in solution delivery, client success, account management, consulting, program management, or a related customer-facing role.
- Experience managing complex client implementations, customer relationships, and stakeholder groups.
- Proficiency in statistics (or applied statistics) and experience integrating, interpreting, and analyzing data to support client and business decision-making.
- Ability to translate client needs, business challenges, and use cases into actionable requirements and solutions.
- Experience with data visualization platforms like Tableau and Power BI.
- Familiarity with data analysis tools such as SQL, Python, R, SPSS, Stata, SAS, or similar platforms preferred.
- Proficiency in KPI development, performance measurement, and business reporting.
- Experience delivering presentations, training sessions, workshops, or business reviews to diverse audiences.
- Experience working cross-functionally with Product, Analytics, Engineering, and other business teams.
- Experience working with SaaS products, technology solutions, data platforms, or enterprise software preferred.
Professional Skills & Attributes
- Strong consultative and project management skills.
- Solid ability to problem-solve and operate with analytical ambiguity.
- Excellent interpersonal and communication skills, with the ability to translate complex concepts, data insights, and recommendations into clear, actionable information for diverse technical and non-technical audiences.
- Meticulous attention to detail to ensure accuracy in data analysis.
- Strong relationship-building skills with the ability to establish credibility and trust with client stakeholders.
- Ability to collaborate effectively across teams, influence stakeholders, and drive results without direct authority.
- Demonstrated ability to manage multiple priorities, projects, and client needs simultaneously.
- Strong customer service orientation with a proactive, solution-focused mindset.
PHYSICAL EXPECTATIONS
- Requires sitting for extended periods of time at a computer, keying and reading content.
- Will be required to stand, reach, bend, twist, squat, and move about freely.
- May need to be able to lift to 20 lbs.
WHAT TO EXPECT @ 3Si
3Si offers a professional, collaborative, and engaging work environment. While we strive to maintain a healthy balance between work and life, additional hours may be required during peak periods to meet client and project needs.
3Si is a mission-driven consulting firm headquartered in Seattle, Washington. We help non-profit organizations, philanthropies, and government agencies use data and information to make better decisions and create positive change. We serve clients across the child welfare, education, community development, environmental, health, transportation, and workforce development sectors.
3Si is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.
* The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of people so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
