Client Success Manager

4 weeks ago

Los Angeles, California, United States Enshored Full time

The Opportunity

Enshored is seeking a Client Success Manager (CSM) to support industry disruptive E-commerce, TravelTech, Fintech, SaaS Marketplace, Social Media Network, and HealthTech start-ups in the North American region. Positioned as a liaison between the Clients and Enshored, the CSM will support Clients by understanding and fulfilling the full potential of our partnership. Through collaboration with fast-paced internal workgroups, optimizing client-support initiatives, encouraging organic growth, establishing process excellence, and enhancing client satisfaction, the CSM delivers outstanding service and development for both the Client and Enshored.

The Responsibilities

  • Take ownership of the Client's success criteria and lead the build-out of a clear Scope of Development. As the Client's needs continuously evolve, you refine the Client's key performance indicators (KPIs), success criteria, and overall scope.
  • Manage new and existing partnerships in the North American East and Midwest regions at various points along the Client journey. Ensure that all target metrics and service-level agreements (SLAs) are achieved, and all Clients are overly satisfied with the team's performance through weekly/monthly/quarterly business reviews.
  • Collaborate with all levels of the organization across our Operation hubs located in Manila, Philippines, and Lisbon, Portugal. Respond to Client escalations, develop best practices, and connect Clients with cross-functional workgroups to further our existing Client Success Department and Enshored's evolution as a BPO leader.
  • Maintain deep knowledge of our Clients' short and long-term goals to drive scaling initiatives and ensure Client stakeholders realize the full value of Enshored for current and future lines of business.
  • Identify and mitigate risk while providing actionable feedback internally and externally that promotes improvement and innovation.
  • Strategize, develop, and implement Client Success initiatives to gather feedback and enhance value across all Enshored Clients.
  • Serve as a Brand Champion for client-facing resources.
  • Draft and review agreements and contracts for your portfolio of clients.
  • Assist Finance with billing verification and support.
  • Participate in new hire recruitment, training, and continuing education as needed.
  • Quarterly travel to client sites, industry events, Enshored's global offices, and professional development engagements.

The Ideal Candidate

  • You lead by example. You have over three years of managerial experience in a fast-paced or startup environment. You are not afraid to roll up your sleeves and get the job done. You provide constructive feedback and proactively offer solutions based on successful standard operating procedures and forward-thinking ideas.
  • You understand optics. You know impact can outweigh intention. Your attention to detail is applied to visual, verbal, and written communication to maintain a stellar brand reputation for both Enshored and our Clients.
  • You are proficient in the tools needed to manage Clients. You can effortlessly move between G-Suite and Microsoft applications to create professional proposals, reports, and presentations. You understand how to maximize CRM tools and project management applications to meet deadlines and stay highly organized.
  • You demonstrate grit. You never give up. You don't always know the answer, but you don't give up until you crack it. Sticking at it makes you stronger.
  • You have curiosity. You want to know your clients and colleagues, what makes them tick, and what it will take to help them grow.
  • You love learning. You know learning is the key to mobility, growth, and transformation. It's a commitment. You are committed.
  • You show grace. You have unconditional love and empathy for your fellow man. You know that without love, this world is merely a transactional scorecard of winners and losers. You don't want to reinforce that operating system. You drive a paradigm shift to an infinite mindset where you start from the knowledge that there is plenty to go around.
  • You are honest but sincere. You are true to yourself, open, trustworthy, and truthful. You value tact, diplomacy, and compassion when delivering the truth. You know sincerity provides depth to honesty.
  • You have integrity. You stand up for what you believe is right and live by your highest values.

The Benefits

  • Competitive salary and bonuses
  • Medical, dental, and vision health plans
  • Life insurance
  • 401K
  • Paid parental leave
  • Flexible PTO
  • Cell phone reimbursement
  • Casual office atmosphere with hybrid/work-from-anywhere flexibility
  • Ongoing education and training through our Empowerment Department and a yearly professional development stipend.
  • Company-sponsored events & team-building experiences

How To Apply

Submit a resume and cover letter. Applications without both documents will not be considered.

The Company

Enshored is the most creative global outsourcing partner for high-growth companies. We're here for the innovators, for the scalers, and emerging economies. We're here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. Bring us your disruptive start-up, and we will bring you the people, the framework, the mindset, and the track record to power your growth. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place. At Enshored, this means we support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don't treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive. Enshored has locations in the Philippines, Portugal, Malaysia, and Head Quarters in Long Beach, California. We are consistently recognized as a top leader in business by Inc. 5000, Clutch, Comparably, and The Financial Times.

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