Client Success Manager

Client Success Manager

The Client Success Manager (CSM) is dedicated to ensuring Zoot's clients achieve their desired outcomes while maximizing the value of Zoot's product and services with a focus on revenue maintenance and revenue growth targets. The CSM will work with assigned clients to identify new opportunities, client goals, establish KPIs then work with Zoot teams to ensure goals are met. The CSM position is fast paced and ever changing, requiring flexibility, self-initiative, and regular management of changing priorities. For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. Zoot provides a cloud based, secure processing environment. We offer tailored data driven decisioning technology solutions that empower our clients to streamline processes, increase flexibility and efficiency, accelerate growth, while accessing hundreds of cutting-edge data sources to help reduce risk.

Key Responsibilities

1. Work in tandem with Zoot's sales, marketing and platform delivery teams, develop and maintain strong relationships with assigned clients, including primary stakeholders and decision-makers, and prioritize client satisfaction and revenue growth while creating a seamless client experience.
2. Play a critical part in go to market activities by capturing client feedback and executing customer campaigns
3. Develop and execute account strategies and account plans for assigned accounts.
4. Demonstrate empathy and understand client needs and pain points, working with appropriate Zoot teams to ensure they are properly addressed and communicated to clients.
5. Work with clients to ensure they are gaining the most value from our product or service and create opportunities for upselling or cross-selling, be consultative
6. Focus on client retention and growth opportunities to increase revenue and manage contracts
7. Manage client relationships through regular check-ins, proactive outreach, and tailored communication to ensure the client is satisfied and achieving their desired goals. Develop communication strategies and plans for each assigned client as part of the account strategy and account plans.
8. Provide ongoing support and guidance to ensure client success, including training, best practices, and industry insights.
9. Identify and address any challenges or obstacles that may hinder client success and communicate those risks to appropriate Zoot teams.
10. Collect and analyze client success KPIs to improve our products and services, to ensure we are exceeding expectations.
11. Report all client activities, strategies and plan accomplishments to Zoot management through weekly reporting and account plan reviews.
12. Maintain working knowledge of Zoot solutions and capabilities with particular emphasis on the value proposition of each in the context of assigned account and prospect business models, current industry trends, market conditions, compliance issues, and financial regulations.
13. Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.

Qualifications and Skills

• Bachelor's degree in Business, Marketing, Communication or related field (Master's preferred).
• 4+ years of experience in client success, customer experience, or project/account management roles.
• Familiarity with customer success software, CRM platforms, and data reporting tools.
• Ability to thrive in a fast-paced environment with competing priorities.

Background Check Requirement: Ability to successfully pass background screening. Physical Requirements: All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors. This position specifically requires long periods of sitting at a computer workstation.