What are the responsibilities and job description for the Client Success Manager position at Zoot Enterprises, Inc.?
The Client Success Manager (CSM) is dedicated to ensuring Zoot’s clients achieve their desired outcomes while maximizing the value of Zoot’s product and services with a focus on revenue maintenance and revenue growth targets. The CSM will work with assigned clients to identify new opportunities, client goals, establish KPIs then work with Zoot teams to ensure goals are met .The CSM position is fast paced and ever changing, requiring flexibility, self-initiative, and regular management of changing priorities.
For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. Zoot provides a cloud based, secure processing environment. We offer tailored data driven decisioning technology solutions that empower our clients to streamline processes, increase flexibility and efficiency, accelerate growth, while accessing hundreds of cutting edge data sources to help reduce risk.
Essential Job Functions
- Work in tandem with Zoot’s sales, marketing and platform delivery teams, develop and maintain strong relationships with assigned clients, including primary stakeholders and decision-makers, and prioritize client satisfaction and revenue growth while creating a seamless client experience.
- Play a critical part in go to market activities by capturing client feedback and executing customer campaigns
- Develop and execute account strategies and account plans for assigned accounts.
- Demonstrate empathy and understand client needs and pain points, working with appropriate Zoot teams to ensure they are properly addressed and communicated to clients.
- Work with clients to ensure they are gaining the most value from our product or service and create opportunities for upselling or cross-selling, be consultative
- Focus on client retention and growth opportunities to increase revenue and manage contracts
- Manage client relationships through regular check-ins, proactive outreach, and tailored communication to ensure the client is satisfied and achieving their desired goals. Develop communication strategies and plans for each assigned client as part of the account strategy and account plans.
- Provide ongoing support and guidance to ensure client success, including training, best practices, and industry insights.
- Identify and address any challenges or obstacles that may hinder client success and communicate those risks to appropriate Zoot teams.
- Collect and analyze client success KPIs to improve our products and services, to ensure we are exceeding expectations.
- Report all client activities, strategies and plan accomplishments to Zoot management through weekly reporting and account plan reviews.
- Maintain working knowledge of Zoot solutions and capabilities with particular emphasis on the value proposition of each in the context of assigned account and prospect business models, current industry trends, market conditions, compliance issues, and financial regulations.
- Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.
Core Competencies Required
Job Specific:
- Business Acumen – Understands how Zoot generates revenue and what drives expenses; knowledgeable in current policies, practices, trends, technology, and other information that affects Zoot as a business; understands or anticipates how changes could impact the business; ability to understand and cope with different business situations (e.g. financial, marketing, sales, operations, personnel).
- Command Skills - Able to lead people to accomplish tasks, even if not their direct supervisor; takes unpopular stands if necessary; encourages direct and difficult debate but is able to reach a decision and move on; looked to for direction during problem situations; looks to resolve challenges, not defer to someone else.
- Composure – Able to maintain a rational and objective demeanor when faced with stressful or emotional situations; makes emotional and physical changes to manage, control, and reduce tension in trying situations; handles pressure and/or stress effectively and does not become defensive or irritated; professional maturity; not derailed by obstacles or rejection.
- Communication (Oral/Verbal) - Demonstrates the ability to convey thoughts and express ideas effectively using speech in individual or group situations; conveys and presents information appropriately for the needs of various audience groups.
- Communication (Presentation) - Able to effectively relay complex ideas and concepts to an audience while representing the company in a positive and professional manner; effective in a variety of formal presentation settings (one-on-one, small and large groups) and with a variety of audiences (employees, managers, external parties); able to command attention and manage process during the presentation; able to change style or tactics midstream if something isn't working.
- Conflict Management – Sees conflict as opportunities rather than difficult situations; good at focused listening to all sides; can come to conclusions on difficult situations and settle disputes in a way that considers the needs of the people and the business; finds common ground and gets cooperation with minimal distress.
- Diplomacy - Tactful when sharing feedback with others, while still being honest; thinks before speaking; doesn't react emotionally when negative items are shared with them; speaks to others in a way that shows regard for their feelings; avoids making insensitive statements that may offend others.
- Negotiation – Able to bring together varying goals, needs, and viewpoints; seeks to discover a common goal and reconcile differences to settle a matter of mutual concern or resolve a conflict with minimal noise; able to reach consensus without damaging relationships; can be both direct and forceful as well as diplomatic.
- Team Building – Taps the power of the team to identify and solve problems and make decisions to accomplish goals efficiently; fosters an environment of teamwork in which members seek and rely on the strengths of others on the team and solving problems as a group; aligns the correct person to the correct job/task.
Companywide:
- Accountability - Takes responsibility for tasks and projects as assigned; holds self and others accountable for high quality, timely, and cost-effective results; accepts responsibility for mistakes.
- Action Oriented, Initiative – Works hard every day, self-motivated; energized by both tasks expected of the role and new or challenging projects; willing to act even with minimal planning, however, doesn't act carelessly and takes responsibility for actions, whether end result is positive or negative; moves on to the next task or project without being asked or seeks out additional ways to help.
- Communication (General) – Effective with the form(s) of communication that are applicable to a given role (oral, presentation, written); able to be detailed enough to show that the right work was done, yet succinct enough to effectively communicate data, opinions, or findings.
- Critical Thinking - Uses logical, strategic, analytical, reasoning to identify the strengths and weaknesses of a given situation and possible solutions, conclusions or approaches to problems; able to think outside the box to generate possible solutions.
- Customer Focused, Service Oriented - Actively works to meet the expectations, requirements, or needs of internal and external customers; understands who their customer is; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Development Focused - Knows or is able to recognize personal strengths and weaknesses, opportunities, and limits; learns from mistakes; receptive to sharing one's own shortcomings with others; is comfortable with balanced performance reviews (both positives and areas to improve) and honest professional development and career discussions.
- Integrity and Trust – Widely trusted across the organization; seen as a direct, truthful individual; maintains confidentiality as required; admits mistakes; doesn't misrepresent themselves or the facts for personal gain.
- Listening - Practices attentive and active listening; has the patience and ability to hear people out; able to accurately restate the opinions of others to validate understanding, even if there is disagreement.
- Mentoring - Able to effectively share knowledge and insight with others so that they can accomplish tasks, achieve goals, and enhance skills.
- Organization and Time Management - Able to manage multiple projects or tasks and adapt to changing priorities; effective and efficient with own time; able to bring resources (e.g. people, materials, processes, budget) together to get things done and uses them effectively; shows up on time and respects the time of others.
- Problem Solving – Willing to solve difficult problems with effective solutions; examines all angles and sources before developing a solution; looks beyond easy solutions and doesn't stop at the first answer; able to uncover or anticipate hidden problems; provides honest analysis, even if the answer isn't what people want to hear.
- Professionalism - Easy to approach and talk to; able to put others at ease, either naturally or due to self-awareness to adjust; warm, pleasant, and gracious; sensitive to and patient with the personalities of others; builds rapport by making people feel comfortable; works well with others; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; able to be candid with peers; solves problems in a way that minimizes negative impacts to others.
- Technical Aptitude - Has the functional and technical knowledge and skills to perform a job's duties at a high level of accomplishment.
- Working with Existing Tools - Able to leverage current tools, services, process, and procedures to accomplish tasks; seeks additional understanding of existing processes and procedures; finds ways to improve upon existing options before proposing or exploring new options.
Education, Training, and Experience Requirements
This position requires:
- High School Diploma
- Bachelor Degree Business, Marketing or related filed
- Experience 4 years of experience in customer success, project/account management or related field
Physical Requirements
- All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors.
- This position specifically requires sitting for a long period at a computer work station.
Working Conditions
- In order to optimize team performance, the work space for this position is typically a cubicle setting in an open space environment.
Work Hours and Location
- It is expected that exempt employees, and specifically this position, regularly and consistently report to work on-site, at Zoot headquarters, during normal business hours.
- This position will require travel < 10% of the time.
