Client Success Manager

The CSM will be responsible for delivering outstanding Client support and be the Voice of the Customer to internal stakeholders. In the role, the CSM will routinely communicate with clients regarding inquiries, candidate updates, data analysis, reporting, and overall operations support of the international recruitment and candidate placement process for Clients in their assigned territory. This work will include interdepartmental coordination and communication, completion of requested Client reports, managing and scheduling meetings, document collection, and other various client support requirements. The CSM will report directly to the Regional Account Manager (RAM) but also part of a broader team of CSMs/RAMs that support the national Client footprint. The CSM will also be called upon to own the Client relationships for smaller-to-medium accounts, including onboarding new business, routine client communications, reorder procurement, and sales expansion opportunities.

This position offers great growth opportunities to manage larger accounts or career path advancement in Sales, Business Development, or Operations based on performance and/or experience.

Responsibilities

• Provide excellent Client support and be the Voice of the Customer to internal stakeholders.
• Support all client relationships with RAM and participate regularly in client meetings.
• Manage and instill confidence in key client partnerships through effective communication and issue resolution.
• Support collection of required documentation with clients for onboarding, legal and recruitment efforts of new and current clients.
• Show excellent proficiency in both ATS for reporting and analytics using Excel.
• Continuous updating of ATS system and resources.
• Generating monthly client reports developed/ sent per regular cadence.
• Create new reporting that drives Client Success and Regional Growth.
• Troubleshoot client issues, analyze data and provide quick resolution.
• Assist with quality assurance, audit of ATS/client reports, identify project improvement ideas, and lead projects that deliver value internally or externally.

Growth and Leadership

• Be the primary face of the WWHS team to the Client and owns the relationship from onboarding, recruitment, immigration, to arrival for small to medium Clients.
• Lead weekly/monthly client calls in the territory in conjunction with or as required by the RAM or their other CSM teammates.
• Assist with a strategy to improve key relationships and processes for clients.
• Supports RAM at the most strategic clients in their territory, including participating or presenting in Client engagement meetings or regular Staff meetings.
• Grow knowledge and develop sales skills in order to present value propositions that drive growth through reorders or portfolio expansion at core client relationships.

Project Management

• Troubleshoot client-related issues, resolving them either individually or collectively with the departmental teams.
• Identify and lead various project management tasks
• Keep RAM informed about progress in various areas that impact the territory.
• Functions as a liaison between the Client and all departmental areas for small/medium accounts.
• Performs other duties as may be assigned.
• Be a team player who can wear different hats representing the various departmental functions to serve the customer better
• Take ownership of assigned tasks, drives actions, and timeline

Qualifications

• Bachelor’s degree in business, marketing preferred, or another related field.
• 2 years of combined experience managing client relationships, customer service, or related experience.
• Excellent interpersonal and communication skills
• Excellent time management skills; organized and able to prioritize
• Motivated to take on additional workload volume and take on larger accounts with performance/experience.
• Ability to work independently and self-motivate
• Ability to multitask, work in a fast-paced environment
• Working knowledge of applicant tracking software programs
• Excellent Proficiency in Excel, PowerPoint, Word, and
• Knowledge of Google Workspace