Customer Success Manager

7 days ago

Schaumburg, United States Inspire Marketing Services Full time

About Inspire

Inspire is a leading distributor in the promotional products industry, focused on managing the production of tangible marketing tools for marketing & event managers. We pride ourselves on building stellar client relationships and utilizing automation technology to streamline processes, ensuring that we are always a step ahead of our clients’ needs.


Values

  • Hungry: We constantly seek improvement, pushing ourselves and our clients toward greater success.
  • Secure: We ensure reliability for our clients and foster confidence within our team.
  • Relevant: We stay ahead of trends, keeping our services and our clients’ needs current.
  • Trusted: We build lasting trust with clients and within our company through integrity and consistency.


Position Overview

The Customer Success Manager (CSM) plays a pivotal role in maintaining and growing client relationships, acting as the primary point of contact for key accounts. This role requires a proactive, solutions-driven professional capable of anticipating and addressing client needs while maintaining seamless communication with both clients and internal teams. To elevate service quality, order entry tasks are delegated to a dedicated team, making clear and effective internal communication essential. The CSM will collaborate closely with the order entry staff to ensure that all orders are accurately executed, fully aligned with client expectations.


Key Responsibilities

  • Client Relationship Management: Build and maintain strong, long-term relationships with clients by understanding their needs and providing solutions that go beyond standard order-taking
  • Account Growth & Retention: Proactively identify opportunities for repeat business and upsell within existing accounts by anticipating client needs and offering creative promotional solutions
  • Issue Resolution: Act as the main point of contact for addressing and resolving client issues promptly
  • Collaboration & Communication: Ensure clear and detailed communication of finalized client solutions to the order entry team, ensuring all details are represented accurately to avoid errors.
  • Client Project Anticipation: Proactively identify and suggest potential projects & opportunities based on client history and industry trends


Qualifications

  • Bachelor’s degree or equivalent experience in a related field.
  • Minimum of 5 years in a client-facing role, with experience managing client relationships
  • Exceptional written and verbal communication skills
  • Proficiency in Microsoft Excel and familiarity CRM and ERP systems; experience with these platforms is a plus.
  • Strong attention to detail, particularly in managing customized client solutions and ensuring accuracy in execution.
  • Ability to collaborate cross-functionally and work effectively with various departments to meet client needs and drive success.

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