Client Success Manager

Lexitas - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Client Success Manager (CSM) at Lexitas is a pivotal role focused on fostering and enhancing relationships with existing house accounts while actively seeking new business opportunities. The CSM's primary goal is to drive organic growth by maximizing revenue from the current client base and expanding the customer portfolio through the company's established sales strategies and methods. This position requires collaboration with local Inside Sales Representatives, Operations personnel, and Management to ensure a cohesive approach to client success and satisfaction. In this role, the CSM will engage with a diverse clientele, including litigation attorneys, paralegals, legal secretaries, corporate general counsel, and insurance companies. The CSM will be responsible for various B2B sales activities, including lead follow-up, client cross-selling, and maintaining client relationships. The position demands a proactive approach to identifying and qualifying new prospects, leveraging client referrals, and utilizing networking opportunities to build a robust sales pipeline. The CSM will also be tasked with managing individual accounts, focusing on maintenance, up-selling, cross-selling, and generating referrals. Regular communication with clients is essential to assess their needs, address any concerns, and provide tailored solutions to enhance their experience with Lexitas. Additionally, the CSM will compile weekly sales reports, manage the Commence CRM tool for all assigned accounts, and forecast accurately to management regarding territory revenue growth and client expansion. This role is crucial for achieving monthly and quarterly revenue targets and ensuring customer satisfaction and retention.

Responsibilities

• Build and nurture relationships with existing house accounts.
• Identify and pursue opportunities with potential copy side targets.
• Drive organic growth by maximizing revenue from the existing client base.
• Collaborate with local Inside Sales Representatives, Operations personnel, and Management.
• Engage in B2B sales and telephone-based sales activities including lead follow-up, client cross-selling, and client maintenance.
• Conduct in-person meetings, service/product demonstrations, and networking events to grow revenue.
• Identify and qualify new prospects and business opportunities.
• Leverage client referrals and networking to build a sales pipeline.
• Update and manage the Commence CRM tool for all assigned accounts.
• Achieve planned sales objectives, metrics, and targets monthly and quarterly.
• Plan and organize time effectively for optimal sales activities frequency.
• Manage individual accounts with an emphasis on maintenance, up-selling, and referral generation.
• Compile weekly sales reports and performance metrics as needed.
• Forecast accurately to management regarding territory revenue growth and client growth.
• Communicate and collaborate effectively with other members of the organization.
• Drive sales activity to achieve monthly and quarterly revenue and new client sales targets.
• Serve as the primary point of contact for assigned house accounts.
• Conduct regular check-ins with clients to assess their needs and provide solutions.
• Collaborate with internal teams to develop and execute strategic account plans.

Requirements

• Proven experience in B2B sales and client relationship management.
• Strong communication and interpersonal skills.
• Ability to identify and qualify new business opportunities.
• Experience with CRM tools, specifically Commence or similar.
• Demonstrated ability to achieve sales targets and metrics.
• Strong organizational skills and ability to manage time effectively.

Nice-to-haves

• Experience in the legal or insurance industry.
• Familiarity with sales strategies and methods specific to client success management.
• Networking skills and ability to leverage associations for business growth.