Client Success Manager

Client Success Manager

The ideal candidate for Account Manager/Client Success Manager will be able to appropriately identify the needs of both new and current customers in order to aid customers in their success using our products and services. This will be done by developing an appropriate level of communication with clients and internal team members to better understand and mitigate any issues the customers may face.

Responsibilities

Work cross-functionally within the company to communicate with all stakeholders in customers' success. Create and maintain relationships with customers to better understand and achieve their needs. Make visits to our customers to identify opportunities for growth. Manage all reporting about the health of customers' accounts.

Qualifications

• Previous account management experience
• Articulate and well accustomed to a client facing role
• Willingness and ability to travel from time to time
• Working knowledge of marketing and current trending platforms
• Ability to cast a vision and brainstorm new ideas

Other Necessities

Expertise

An account manager serves the client by providing a great client experience. What does this mean? It means representing the expert opinion of the team at Speak and helping clients with marketing solutions that have a positive impact on the client's organization or business. An Account Manager should be well versed in all of the services we offer at Speak, and appropriately pitch and prime clients to hear pitches of those services. Your knowledge of marketing solutions and problem-solving should allow you to see a client's needs and know how our services can meet their needs at any point in the client relationship. A great Account Manager will know their clients like you know your best friend- what makes them tick, what they look for, and how they measure success in the partnership.

Great Communication

The Account Manager must communicate well to our clients and our team through writing emails, messages, and notes in our project management system. Good communication skills are also needed in working with our team and clients over the phone and through video meetings. This includes being prompt with responses to emails and phone calls, being available and accessible, and being clear in your communication. Additionally, clear, concise, and professional writing skills are necessary as is the ability to critically interpret data as it comes in from the client. The Account Manager should be able to interpret wants, desires, and needs from the client into actions for the production team at every stage.

Organization and Planning

Time management and initiative are critical skills for any Account Manager. With multiple clients at any point in our processes, your clients will demand your time in many ways throughout the day. Having strong time management and critical thinking skills is very important to this role. You will be responsible for keeping in contact with your clients on a regular basis not just when a project task demands an interaction or an email from the client prompts a conversation.

Communication

Daily communication with clients and the team is critical. The Brand Strategist will regularly facilitate conversations between clients and the production team and is responsible for processing communication clearly at each step.

The Account Manager with the assistance of the Business Development Team will help clients engage our services through new opportunities and proposals.

Time Management

Account/Client Success Managers should be diligent in logging their time on projects and with clients that do not have an open project. Time logs are useful in analyzing our productivity, efficiency, and profitability. Time logs also help us be aware of an Account Manager's workload and capacity.

Education and Training

We expect every Speak team member to be growing in skills and knowledge in industry trends to strengthen what we can offer our clients. Your team lead and director will help you create a plan for career development and set goals.

Post-Launch of Project

In conjunction with the Project Team, Finance Team, and Operations, we will do regular internal reviews of projects after they have launched. In this review, we will look for ways to improve our performance, delivery, efficiency, and profitability. As an Account Manager, you will represent the interests of the client in this review. The Post-Launch review checks for quality of the project, scope adherence, met expectations, stayed within budget, and team performance.