Overview

The Client Success Manager (CSM) – KEY Accounts role is a client-facing resource for small to midsize accounts delivering account management to the customer after the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy & advice, & overall account portfolio management & oversight. As a customer advocate, the CSM is one of the client’s primary points of contact responsible for orchestrating activities within the company to deliver a superior client experience. This role focuses on ongoing relationship-building & proactive account management activities, promoting overall customer satisfaction, product adoption, retention & upselling. The role manages diverse, high profile and/or key accounts.

Job Responsibilities:

• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.

• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.

• Engage cross-functional resources both internally and with customer organizations to solve problems.

• Monitor quality of work and identify opportunities for continual improvement.

• Understand and explain features and benefits of the product line as it relates to customer needs.

• Meet or exceed customer expectations by anticipating and resolving their issues.

• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.

• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.

• Facilitate & prepare customers for quarterly and/or bi-annual business reviews.

• Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationship.

Core Experience:

1. Experience with US Account Management

2. Client relationship management exposure

3. Excellent Communication & Presentation skills

4. Experience with cross-selling/up-selling

5. Results oriented & good business judgement

6. Problem solver (“Figure it out” attitude)

Functional Competencies:

Personal Qualities - Self-motivation, enthusiasm, and results-focus. - Flexible, adaptable, and comfortable with ambiguity. - Negotiating, influencing, and holding to account. - Pragmatic and solution-oriented. - Committed to high standards and continuous improvement. - Ability to move between big picture and detail. - Can work in revolving shifts (if required). - Can quickly establish credibility and respect and build strong working relationships with Department Heads.

Please refer to job description.