Client Success Manager

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.