Description:
The ideal candidate will be organized, dependable, and result-oriented with strong leadership, analytical, and interpersonal skills. You should be able to address both real-time client needs and long-term strategic goals while maintaining high service standards.
Key Responsibilities
1. Building and Maintaining Relationships
- Act as the primary point of contact for assigned clients.
- Build strong, long-term relationships by understanding client goals and advocating for their needs.
- Ensure clients derive ongoing value from our services and maintain high levels of satisfaction.
2. Customer Project Management and Onboarding
- Oversee the end-to-end project lifecycle for clients, ensuring quality and timely delivery.
- Manage client onboarding processes, including initial setup and training to drive effective product usage.
3. Identifying and Addressing Issues
- Proactively detect and resolve client concerns by collaborating with internal teams.
- Monitor client sentiment to ensure any dissatisfaction is addressed quickly and professionally.
4. Gathering and Acting on Feedback
- Collect client feedback on service quality, performance, and resource allocation.
- Share insights with relevant teams to drive continuous service and process improvements.
5. Upselling and Cross-selling
- Identify opportunities to offer additional solutions that align with client needs.
- Ensure clients are maximizing value from existing services while introducing new offerings where appropriate.
6. Monitoring and Analyzing Success Metrics
- Track and analyze client health indicators, service KPIs, and satisfaction levels.
- Generate reports to identify trends, improve resource allocation, and enhance client outcomes.
7. Operational Oversight and Team Management
- Set and monitor performance goals for the client success team.
- Ensure proper implementation of policies, procedures, and expectations across the team.
- Plan resources efficiently to maximize staff, tools, and technology utilization.
- Conduct training and coaching sessions to uphold high service standards.
8. Budgeting and Financial Oversight
- Support departmental budgeting and expense tracking.
- Assist in financial analysis including ROI and cost-benefit evaluations for service initiatives.
Requirements
- Minimum 2 years’ experience in a client success, project management, or supervisory role within a call center or service-based environment.
- Strong understanding of customer service KPIs, reporting, and performance management.
- Proficiency with MS Office and relevant CRM or call center systems.
- Excellent communication, interpersonal, and leadership skills.
- Strong organizational, problem-solving, and analytical mindset.
- A Bachelor’s degree in Business, Management, or a related field is preferred.
- Certified Customer Success Manager (CCSM) or a similar certification is a plus.