Client Success Manager

Duties and Responsibilities

Account Management

• Client Management: Manage assigned accounts and client expectations.
• Periodic Check-ins: Perform regular check-ins with assigned accounts to ensure satisfaction and address any concerns.
• Periodic Business Reviews (PBRs): Conduct PBRs with assigned accounts to review performance and identify opportunities for improvement.
• Future Opportunities: Collaborate with the Customer Success (CS) Team and Technical Team on future opportunities and client issues.
• Sales Quotes: Handle sales quotes for unassigned accounts, ensuring accuracy and timely delivery.
• Sales Ticket Management: Manage sales tickets, delegate tasks, and follow up with responsible team members to ensure timely resolution.
• Opportunity Management: Oversee sales opportunities, delegate tasks, and follow up with responsible team members to drive success.
• Reporting: Complete weekly spreadsheets for service management meetings, providing insights and updates.
• Campaign Planning: Collaborate with the team to develop innovative sales campaigns that keep sales fresh and moving forward.
• Strategy Collaboration: Work with the CS Team and Technical Team on sales strategies to achieve targets.
• Campaign Execution: Organize and collaborate on the execution of sales campaigns to ensure successful outcomes.

Call Management

• Call Handling: Receive calls as per schedule and assist with overflow to maintain service levels.
• Ticket Categorization: Categorize tickets and dispatch them accordingly to ensure efficient handling.
• Team Coordination: Coordinate with Team Leads on ticket management to ensure smooth operations.
• Incident Response: Manage critical and high-priority incident responses to minimize impact on clients.

Procurement / Vendor Management

• Purchasing Management: Oversee purchasing activities and coach other account managers on making informed purchases.
• Deal Registration: Handle deal registration and discovery within reasonable efforts to maximize opportunities.
• Savings Reporting: Report and record savings acquired through procurement efforts to highlight cost efficiencies.
• Distributor Collaboration: Work with major distributors to find the best deals and in-stock items to meet client needs.

Required Qualifications

• Minimum of 3 years working experience in a relevant field.
• Proven customer support experience with a strong track record.
• Strong phone contact handling skills and active listening abilities.
• Customer-oriented with the ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Strong organizational and documentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to work under pressure.
• Associate or Bachelor’s Degree preferred.

Preferred Qualifications

• Experience with using CRM or Ticketing System.
• Interest in IT or some IT experience.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Performance bonus
• Quarterly bonus

Work Location: In person

Salary : $40,000 - $50,000