Client Success Manager
2 weeks ago
Manager - Client Success
Job Summary:
As the Manager - Client Success, you will be responsible for fostering strong client relationships, ensuring client satisfaction, and driving revenue growth through strategic engagement. You will play a pivotal role in retaining clients, identifying new opportunities for collaboration, and delivering a world-class experience that aligns with our company's values.
Key Responsibilities:
- Client Success Leadership:
Serve as the primary point of contact for assigned clients, ensuring their goals are met through our solutions.
Lead client onboarding processes to set clear expectations and foster long-term partnerships. - Retention Strategies:
Design and execute strategies to minimize client churn and enhance loyalty.
Proactively address client concerns and challenges, delivering timely resolutions. - Revenue Growth:
Identify and pursue upselling and cross-selling opportunities that add value to client projects.
Collaborate with sales and technical teams to create tailored proposals that align with client needs. - Performance Monitoring and Reporting:
Track and analyze key client success metrics, including retention rates and revenue contributions.
Provide regular reports to senior management on client success outcomes and areas for improvement. - Team Collaboration:
Coordinate with development, sales, and customer support teams to ensure seamless delivery of services.
Advocate for clients within the organization, driving improvements based on their feedback. - Market Insight and Strategy:
Stay informed about industry trends, competitor offerings, and emerging technologies.
Use market insights to recommend enhancements to company services and solutions.
Qualifications and Skills:
- Bachelor's degree in Business, Marketing, or a related field.
- Proven experience in client relationship management, ideally within the web and app development industry.
- Strong understanding of client retention and revenue growth strategies.
- Exceptional communication and negotiation skills.
- Proficiency in CRM software and data analysis tools.
- Ability to manage multiple clients and projects simultaneously.
- Results-driven mindset with a passion for delivering exceptional client experiences.
- Focus on Project Success and Client success.
- Lead the team to achieve both company and client objectives.
The Role:
- Developing and managing a portfolio of Key Accounts.
- Achieving monthly sales targets by identifying and developing new customers.
- Ensuring high levels of customer satisfaction as well as upsell and cross-sell potential within existing customers to maximize share of wallet.
- Coordinating pre-sales and post-sales follow-up.
- Achieving and exceeding weekly and monthly KPIs.
- Building strong and collaborative relationships with other internal stakeholders.
- Monitoring market trends and providing regular competitor feedback.
- Identifying opportunities for new business development through following up on leads and conducting research on target clients.
- New business generation by meeting potential clients to understand needs and providing relevant solutions.
- Managing the sales process to close new business opportunities.
- Building strong relationships with the existing portfolio of clients.
- Meeting and exceeding weekly and monthly activity and revenue targets.
Ideal Profile:
- You have at least 1 year experience within a B2B Sales / Account Executive or B2C Sales role, ideally within the IT Services industry.
- You possess excellent interpersonal as well as written and verbal communication skills.
- You are highly goal-driven and work well in fast-paced environments.
- You pay strong attention to detail and deliver work that is of a high standard.
- You are a strong team player who can manage multiple stakeholders.
What's on Offer?
- Work alongside & learn from best in class talent.
- A role that offers a breadth of learning opportunities.
- Fantastic work culture.
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