Client Success Manager

$75,000 - $85,000/Yr

24 Seven - Seattle, WA

Full-time - Mid Level

Onsite - Seattle, WA

Administrative and Support Services

About the position

The Client Success Manager (CSM) at Simplicity Consulting is responsible for enhancing client and consultant experiences by providing consultative support, coaching, and guidance. This role focuses on business retention, organic revenue growth, and achieving high Net Promoter Scores (NPS). The CSM will manage multiple projects across various accounts, ensuring client needs are met and relationships are nurtured throughout project lifecycles.

Responsibilities

• Cultivate and expand existing portfolio of business within one or more enterprise technology accounts.
• Serve as the primary point of contact for active clients and consultants throughout project lifecycles.
• Collaborate with active clients to identify needs and gaps, educating them on utilizing the company's solutions.
• Support the business development team by supplying client referrals and contributing project success data.
• Develop comprehensive statements of work with clear KPIs and SLAs, leading budget negotiations.
• Deliver excellent customer service throughout active project lifecycles, ensuring sustained relationships and achieving an NPS score of 8+.
• Manage escalations for both clients and consultants, including lower NPS scores and performance issues.
• Oversee the contract renewal process on a quarterly, bi-annual, and annual basis.
• Monitor consultant performance, providing support for training and development.
• Ensure data accuracy within the Simplicity CRM tool.
• Utilize activity and dashboard reports to identify potential opportunities or challenges.

Requirements

• Minimum of 5 years' experience in Account Management within the Marketing, Creative, or Technology sectors.
• Proficient in understanding the functioning of corporate sales and marketing organizations.
• Effective communication and negotiation skills with clients in marketing and sales.
• Strong emotional and social intelligence for building robust relationships.
• Self-motivated and creative problem solver with exceptional follow-through abilities.
• Competency in the Microsoft 365 Suite (Outlook, PowerPoint, Excel, Word).

Nice-to-haves

• Experience or interest in coaching/mentoring.
• Comfortable contributing to business development initiatives.
• Strong critical thinking skills, including the ability to conceptualize problems and devise innovative solutions.

Benefits

• Comprehensive Medical (HSA or PPO) and Vision coverage.
• Voluntary Insurances: Dental, Disability, Life, and AD&D.
• 401K with employer matching.
• Generous Unlimited PTO and Paid Holidays.