Position Summary
The Manager of Client Success plays an essential role in leading the Client Success team to ensure the satisfaction, retention, and growth of client accounts. This position involves overseeing client relationships, addressing client needs, and driving value through effective product adoption and utilization. The Manager serves as the primary liaison between clients and internal teams, contributing strategically to the overall success of the organization's client base.
Job Responsibilities
Client Relationship Management :
- Managing relationships with clients, serves as a point of contact for inquiries, issues, and escalations.
- Proactively engage with clients to understand their business objectives, challenges, and needs, and ensure alignment with PGLS services.
- Conduct regular check-ins and meetings with clients to assess satisfaction levels, gather feedback, and identify opportunities for improvement.
Onboarding and Training :
Manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of products or services.Provide training, demonstrations, and best practice recommendations to clients to optimize their use of products or services.Develop and maintain knowledge resources, tutorials, and documentation to support client self-service and learning.Account Growth and Retention :
Identify upsell and cross-sell opportunities within existing client accounts, collaborating with sales to drive revenue growth.Manage the renewal process for client contracts, negotiating terms and addressing concerns to ensure high retention rates.Develop strategies to increase client lifetime value and minimize churn.Performance Analysis and Reporting :
Monitor and analyze key performance metrics, usage data, and client health indicators to track client engagement and satisfaction.Prepare and present regular reports and dashboards to internal stakeholders, providing insights and recommendations for improving customer success metrics.Contribute to the identification of opportunities for improvement, developing action plans, and measuring the impact of client success initiatives.Requirements
Bachelor's degree.Previous experience in a customer-facing role, preferably in customer success, account management, or client services.Strong interpersonal and communication skills, with the ability to build rapport and collaborate effectively with clients and internal teams.Demonstrated ability to manage multiple tasks, prioritize responsibilities, and meet deadlines in a fast-paced environment.Proficiency in CRM software (e.g., Salesforce), customer support tools, and Microsoft Office suite.Knowledge of industry best practices in customer success, customer experience, and account management.Benefits
PGLS has a wide variety of benefit offerings including Health, Dental, 401k, Vision, Pet Insurance, PTO, Paid Holidays, and flexible work schedule.
Location
Remote
