Client Success Manager

$124,800 - $166,400/Yr

Nivati - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

About the position

The Client Success Manager at Nivati is a pivotal role dedicated to ensuring client satisfaction, enhancing engagement, and supporting business growth. This position focuses on managing client relationships, refining onboarding processes, and driving service utilization to help clients achieve their objectives effectively.

Responsibilities

• Execute and improve client onboarding processes to ensure a seamless experience.
• Monitor onboarding metrics to identify and address underperforming accounts.
• Develop and apply playbook strategies to elevate onboarding performance.
• Drive platform engagement by increasing user activity (e.g., logins, video views).
• Track engagement metrics and identify trends across client accounts.
• Implement targeted strategies for underperforming accounts to meet engagement standards.
• Monitor client service utilization metrics to maximize value delivery.
• Develop and apply playbook strategies to improve utilization for underperforming accounts.
• Build and maintain strong relationships with clients, acting as a trusted advisor.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to assess progress and align on goals.
• Provide timely and proactive support to clients via email, phone, and text.
• Identify opportunities to enhance client satisfaction and retention.
• Collaborate with internal teams (e.g., marketing, sales, and technical) to address client needs and drive success.
• Analyze data to identify trends and opportunities for process improvement.
• Contribute to the development of strategies that align with client success goals and company objectives.
• Support efforts to reduce client churn and drive contract renewals and expansions.
• Contribute to the planning and delivery of initiatives that enhance client engagement and satisfaction.
• Help identify and recommend opportunities to optimize client success processes.

Requirements

• Proven experience in client success, account management, or a related role.
• Strong organizational skills and attention to detail.
• Excellent verbal, written, and presentation skills for effective communication.
• Data-driven mindset with the ability to analyze metrics and implement improvements.
• Proactive problem-solving skills with a client-first approach.
• Ability to work collaboratively with cross-functional teams.