Client Success Manager Job Description Template
Our company is looking for a Client Success Manager to join our team.
Responsibilities:
- Use Agile Development methods to configure the software with the customer;
- Provide detailed technical specifications for developers to deliver customer requirements;
- Leading the strategy around client retention, identifying opportunities to increase client satisfaction and providing unparalleled client service;
- Project-managing and monitor the implementation process, delivering best-in-class customer service and meeting every milestone;
- Work closely with senior leaders, our clients, and teammates to create and execute effective campaign sprints that result in the achievement of goals;
- Work with the appropriate MSS and customer resources to execute project or task list;
- Coach a team of customer success managers in portfolio management and driving merchant usage, satisfaction, and revenue growth;
- Develop expertise in BluePlanner functionality across TPM, Analytics, and Optimization;
- Contribute to the growth of your personal and agency brand by writing great content and promoting it through social channels;
- Provide customers with a summary of escalated issues and resolution of those issues;
- Assist with questions regarding Service Level Goals ( SLG );
- Being the voice of the customer internally, including providing customer priorities to the Product team (issues and enhancements);
- Managing the Client Success team function, meeting KPIs and customer satisfaction targets;
- Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally;
- Develop expertise in software functionality across TPM, Analytics, and Optimization.
Requirements:
- Experience developing and presenting world-class presentations/QBR’s;
- BA/BS degree or equivalent work experience;
- Strong autonomy, attention to detail, organizational skills, leadership skills, and interpersonal skills;
- Bachelor’s Degree or equivalent work experience preferred;
- Deal with pressure and deadlines;
- Demonstrate proficiency in project management and marketing software;
- Demonstrated success working in a fast-paced, swiftly-changing startup environment;
- Strong customer service skills, able to effectively communicate (written and verbal), and proactively manage customer expectations;
- Ability to work independently and as a member of collaborative teams;
- Accurate documentation skills of client communication, timelines, and deliverables in a fast track environment;
- Bachelor’s degree and 2+ years work experience;
- Experience working in SaaS, managed services or similar industries preferred;
- A demonstrated history of escalating success in your career;
- Directly responsible for existing and new account relationships;
- Ability to focus on deadlines and deliverables.