Client Success Manager

About the position

The Client Success Manager works directly in a client-facing role to deliver ongoing support and guidance on product reporting and analytics after the sales cycle has completed. The candidate will have operational responsibilities and will focus on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals. This individual will manage high profile accounts in our industry and is primarily focused on retaining and identifying new revenue opportunities from existing clients. The ideal candidate has a history of success interacting with clients and managing those relationships.

Responsibilities

• Establish a strong business relationship and serve as primary customer contact providing frequent and professional contact with customer
• Encourage revenue growth by inspiring clients to purchase additional services and expanded reporting suites
• Provide regular updates to clients on the progress of customer service projects and campaigns that directly affect each client
• Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction
• Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution
• Effectively address escalated situations with customers, provide tools to the team in order to avoid and/or address escalated situations, and ensure appropriate back up to team members as needed

Requirements

• Undergraduate degree required
• 2-5+ years of experience in a senior client-facing role
• Proven track record of working with clients on projects
• Client oriented with a focus on quality
• Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels
• Comfortable presenting to clients, big and small, both in-person and virtually
• Analytical problem-solving skills
• Ability to interact and collaborate with key stakeholders within client organizations
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks

Nice-to-haves

• Project management experience is a plus
• History of leading cross-functional teams is a plus