The Client Success Manager’s role is to oversee a portfolio of assigned clients have a flair for client communication and collaborate with the sales team to achieve revenue targets within the accounts. In addition, the Client Success Manager will perform functions associated with supporting projects and/or programs including; the order fulfillment process, managing hardware tracking, supporting software projects, to include content creation and application development, preparing project billing and close-out documentation and various other duties as needed. This role will be expected to prioritize and manage multiple tasks while simultaneously supporting multiple projects and delivering client service excellence.
The Ideal Candidate
Overview of the responsibilities, activities, and authorities for this position
Coordinates the involvement of company personnel, including support, service, and management resources to meet the account performance objectives and managing customer expectations
Maintain contact with key markets by visiting and investigating the operational and local conditions
Balance and manage customer expectations, complaints, requests and escalations.
Maintain accounts, opportunities, quotes, purchase orders, billing packages, tracking documentation and verification of completion within Salesforce
Review new opportunities with Sales Team weekly to align objectives, next steps and obstacles as well as providing feedback to Sales Team on SOW’s and contracts
Works closely with the support team; Keeps both delivery team and support teams aware of issues as well as proactively reviewing case load
Build stronger customer relationships through various communication channels – email, phone and face to face
Running weekly status meetings with the customer while providing a status report which has a format to provide clear, concise and direct communications while following up with clear next steps by appointing ownership on both sides and following up on action items in a timely manner
Prepares quotes within Salesforce while focusing on the customer needs and business margins
Works with Accounts Receivables to collect invoices as needed and provide real-time revenue projections within Salesforce
Preparing for and running Software, Content development, hardware and installation projects while communicating SLAs, project deliverables and expectations to the project team and ensuring the above is delivered and adhered to
Managing resources allocation to ensure all resources have bandwidth to deliver the need in the requested time-frame and adjusting as necessary
Weekly submission of time tracking is mandatory when time is billable
Following process including documenting all customer and project documentation within Salesforce and within the shared project server in an effort to provide clarity and transparency throughout several cross functional teams
Expected skillsets needed to perform the duties position.
Full understanding of the Salesforce process and functionality in order to generate quotes, reports and billing for Sales team.
Strong understanding of Project management processes, tools, best practices and the willingness to continue to develop and learn these skills through ongoing training methods
Communication skills: the ability to effectively present information, respond and follow-up on questions, inquiries, concerns from customers. Ability to maintain confidentiality.
Communicate and enlist support of Sales, implementation resources, service resources, and other management resources as needed.
Skilled in conflict resolution and problem solving, but knowing when it’s time to escalate to Executive Sponsor
Thorough understanding of all operational systems, with focus on Reflect software, and product offering.
Ability to work quickly and accurately on an independent basis, giving attention to details and displaying the initiative to quickly identify and resolve discrepancies and failures.
To perform the job successfully, the individual should demonstrate the following:
Motivated – Self-starter, requiring little supervision; follows sales plan and engages necessary resources to meet set goals.
Interpersonal Skills – Has a positive outlook; takes responsibility; strong self-confidence; comfortable talking about money; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to other’ idea and tries new things; strong desire for success.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views: gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objective; supports everyone’s’ efforts to succeed.
Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reason for decision, includes appropriate people in decision-making process; makes timely decisions.
Empathy – Demonstrates exceptional empathy for clients and colleagues, which helps them build more authentic and mutually beneficial relationships.
Curiosity – Has a genuine interest in developing a deep and broad understanding of clients and their business issues. Uses this knowledge to deliver dramatically more value.
Sense of Urgency – Demonstrates a burning desire to identify and solve client’s problems now, recognizing that Reflect solutions cannot deliver value unless and until they are purchased and implemented.
Servant Approach – Views selling as a service and sees this role as key to helping businesses make more informed, intelligent buying decisions. Differentiates herself from other sales people throughout the client engagement by delivering more value and expertise.
Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed
Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
Bachelor’s Degree; Preferred in Project Management, Marketing, Engineering, or Business
3 plus years work experience in Account Management and/or Project Management in technology, software and/or advertising and marketing
Must work well with others and as part of a team with a flexibility to change and a willingness to grow within the role to achieve advancement
Must be highly organized, detail oriented, and able to multi-task
Self-starter, problem solver, strategically minded and highly motivated
Strong working knowledge of Microsoft Office tools (Excel, Word, Outlook, and PowerPoint)
Strong and advanced Excel skills with working knowledge of pivot tables, v-lookups, and other advanced functions for data management
Travel as needed between 0% and 20% of the time based on client or company need.
The employee must occasionally lift and/or move up to 30 pounds.