Key Responsibilities:
Customer Success Management
- Onboarding and Training: Guide new clients through the onboarding process, ensuring they understand and can effectively use our products/services.
- Client Engagement: Regularly check in with clients to monitor satisfaction, provide guidance, and address any issues or questions.
- Health Checks: Conduct regular health checks to ensure clients are achieving their desired outcomes and deriving value from our offerings.
- Feedback Loop: Collect client feedback and work with internal teams to implement improvements.
- Churn Prevention: Identify at-risk clients and implement strategies to prevent churn.
Account Management
- Relationship Management: Act as the main point of contact for assigned clients, managing day-to-day interactions and building strong, long-lasting relationships.
- Sales and Revenue Growth: Identify and pursue upsell and cross-sell opportunities to drive revenue growth.
- Contract Renewals: Manage the contract renewal process, including negotiation and documentation.
- Strategic Planning: Work with clients to understand their long-term goals and align our services to help them achieve these goals.
- Issue Resolution: Quickly and effectively address any issues or concerns clients may have, ensuring their satisfaction.
Key Metrics
- Customer Retention Rate
- Net Promoter Score (NPS)
- Churn Rate
- Revenue Growth from existing clients
- Client Satisfaction Score
- Contract Renewal Rate
Key Competencies
- Client-Focused: Passionate about ensuring clients achieve their desired outcomes and have a positive experience.
- Proactive: Takes initiative to engage with clients and address their needs before issues arise.
- Sales-Oriented: Identifies opportunities to grow revenue and enhance the client relationship.
- Adaptable: Comfortable working in a fast-paced environment and managing multiple priorities.
- Collaborative: Works well with internal teams to deliver a cohesive client experience.
Job Types: Full-time, Contract
Contract length: 12 months
