About the job
We are seeking a dedicated Client Success Manager to take ownership of the customer lifecycle for our accounts. In this role, you will implement Success Programs, drive revenue growth, manage onboarding processes, provide client training, and work diligently to minimize churn.
Key Responsibilities:
- Account Management:
Serve as the primary contact for your accounts, responding promptly to inquiries within one business hour and managing customer expectations effectively. - Maintain regular communication with each account to foster strong relationships.
- Develop and maintain an Account Map to understand the roles of each contact within your accounts.
- Analyze the revenue structure of each account.
- Schedule, prepare, and conduct Executive Business Reviews to assess performance and strategize for growth.
- Oversee the contract renewal process, ensuring timely renewals.
- Identify revenue opportunities within your accounts and collaborate with the Sales team on proposals.
- Maximize account value while minimizing churn to ensure business growth and profitability.
- Document all client communications within the CRM system.
- Keep account records updated across CRM, Project Management, and Billing systems.
- Track and maintain a quantitative and qualitative health score for each account.
- Provide weekly management reports summarizing account activities.
- Analyze customer data to enhance the overall customer experience.
Project Management:
- Ensure the project management system reflects the current status of ongoing projects and tasks through effective tracking.
- Prepare and maintain timelines for all ongoing projects.
- Schedule and prepare for client communications, including project kickoffs and regular check-ins.
- Ensure that all scoped project items and quality assurance are completed prior to client handoffs.
- Monitor and track any out-of-scope tasks.
- Keep projects within budget and on schedule.
- Perform daily time reconciliation for assigned accounts.
Customer Support:
- Provide first-line support to address common client inquiries before escalating issues to other teams.
- Manage customer expectations throughout the ticket and project lifecycle.
- Create written and video documentation to serve as helpful resources for clients.
- Conduct training sessions as part of troubleshooting to empower clients.
- Perform quality assurance on monthly CMS updates.
Team Collaboration:
- Deliver daily stand-up reports to the team.
- Contribute to and lead Success Team Sync meetings.
- Create and maintain operational playbooks for team efficiency.
