What are the responsibilities and job description for the Client Success Manager position at StenTam?
About Us
Stenson Tamaddon is a technology-enabled financial services firm that helps companies identify, comply with, and maximize incentives from tax credit and economic relief programs.
Our core values of Care Personally, Challenge Directly, Have Commitment, Be Bold, Fix over Fault drive our everyday culture, our passion for providing high touch services, optimal client results and cutting-edge technology.
About You
As a Client Success Manager, you excel at building and maintaining strong client relationships. Your role involves understanding clients' unique needs and goals and creating tailored strategies to help them succeed. You will be the primary point of contact for clients, ensuring they receive top-notch service and support throughout their engagement with us.
Your responsibilities will include proactively identifying and addressing client issues, coordinating with internal teams to resolve concerns, and maintaining a high level of client satisfaction. You will also be responsible for regular check-ins, tracking client progress, and ensuring that clients are fully informed about their status and any actions required. Your ability to create win/win scenarios and foster positive interactions will be key to your success in this role.
Responsibilities
- Manage and nurture client relationships: Build strong connections with assigned clients, understanding their needs and goals to serve as their main point of contact and advocate.
- Conduct outbound calls: Reach out proactively to offer support, provide updates, and address any client concerns or questions.
- Handle and resolve client tickets: Manage client support tickets efficiently, ensuring timely resolution by working with internal teams when necessary.
- Check on refund status: Monitor and update clients on the status of their refund requests, ensuring a smooth process.
- Follow up with clients: Perform regular follow-ups to track progress, gather feedback, and address any outstanding issues.
- Oversee timely payment collection: Track payment schedules and outstanding balances, coordinating with clients to ensure timely payments and resolve any billing issues.
- Manage document collection: Ensure timely and accurate collection of necessary documents from clients, coordinating with them to gather all required information for processing and compliance.
Requirements:
- Bachelor’s degree in Business, Marketing, Communications, or a related field preferred
- Proven experience in customer success, account management, or a similar client-facing role (3 years preferred).
- Strong interpersonal and communication skills, both verbal and written.
- Ability to understand and translate technical concepts to non-technical stakeholders.
- Excellent problem-solving and conflict resolution abilities.
- Ability to manage multiple clients simultaneously, with strong organizational and time management skills.
Job Type: Full-time
Work Location: In person
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday