Under moderate supervision, the
Client Success Manager is responsible for the on-going satisfaction and
partnership of named customers within the assigned client base. This
position will serve as the partner and advocate for named accounts to
ensure the highest levels of on-going retention and satisfaction, as
well as identifying upsell opportunities and opportunities for increased
utilization and adoption. In addition, the Client Success Manager will
develop qualified references within their client segment. Additionally,
Client Success Managers will develop and maintain strong relationships,
with both internal partners and clients. This position is structured as a
phone-based delivery model with a high-volume account base. Client
Success Managers report to a Manager or Director level.
Responsibilities
- Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
- Identify and execute business strategy for assigned client segment.
Work cross-functionally to execute on individual client strategies.
Identify opportunities for adding greater value.
- Identify opportunities for additional MRR by proactively contacting clients on a weekly basis.
- Identify and implement specific strategies to increase utilization and adoption for overall client portfolio.
- Develop qualified references by establishing credibility and responsiveness with assigned clients.
- Ensure clients receive appropriate acknowledgement for providing references.
- Identify, prioritize and resolve client issues/concerns; coordinate
with appropriate internal departments to provide response and/or
solutions.
- Identify and implement improvements to processes, documents, tools,
reports, etc. to benefit team and internal/external clients.
- Participate on cross-functional teams to discuss accounts and look for trends or commonalities.
- Identify and execute business strategies that contribute to the
success of the key metrics of the position – retention, upselling,
increased utilization/adoption, contractual compliance and opportunities
for expansion.
- Other duties/special projects as assigned.
- Be aware of, and comply with, all corporate policies.
Education, Experience & Training Required
- BA/BS degree or equivalent experience.
- Minimum of 3 years’ experience in client service capacity with high
level of interaction with internal/external clients and partners.
- Software industry experience preferred.
Job Specific Specialized Knowledge & Skills
- Ability to analyze a situation, define key objectives, and recommend strategies and action plans.
- General understanding of business, fleet management and organizational decision-making.
- Strong written and verbal communication skills, including negotiation skills.
- Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve.
- Must possess a client-focused attitude with the ability to act as a client advocate when escalating and resolving issues.
- Proven ability to engage and interact with internal teams to resolve client issues.
- Planning and project management capabilities.
- Ability to give presentations to small and large groups of people.
- Advanced Microsoft Office (particularly Excel) skills.
- Phone sales experience with US based clients is preferred.
