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Client Success Manager

2 months ago

Garland, United States Classic Construction & Restoration, Inc. Full time
Job DescriptionJob Description

Client Success Manager: Job Description 

The Client Success Manager is responsible for overseeing the process of customer retention within a business. Their duties include interacting with new, existing, and potential customers regularly, advising the sales team on how to best help customers and helping implement customer service policies and procedures to enhance customer satisfaction.  

Overall Responsibilities Include: 
 

  • Contribute to the development of our annual marketing plan and content calendar. 

  • Partner with the executive, sales, and production teams to create Omni-channel campaigns across print, digital, social, and events. 

  • Manage approval of all social media, advertising, digital content, and print collateral. 

  • Lead the development of marketing tools. 

  • Track campaign results and build reports. 

  • Identify client engagement opportunities with the website and campaign micro-sites. 

  • Monitor the company’s social media accounts and offer constructive interaction with users. 

  • Create methods for finding and saving online customer reviews. 

  • Establish and maintain customer relationships. 

  • Establish customer service policies and practices. 

  • Provide high-level technical and product support. 

  • Develop & implement customer success strategies for the sales team. 

  • Impeccable customer services skills. 

  • Knowledge of best practices in customer service and retention. 

  • Proficient with applicable software applications.  We use SalesForce.  

  • Strong written and verbal communication. 

  • Strong aptitude for technical software products. 

 

What are the daily duties of a Customer Success Manager? 

On a typical day, a Customer Success Manager starts by checking their email and voicemail to review any missed messages and respond to time-sensitive requests from customers or employees. Throughout the day, they talk with customers over the phone or in-person to ask questions about their experience with the company’s sales and production services. They also use this time to give customers advice about upcoming maintenance or renovation plans; and provide them with information about upcoming incentives/sales. 

They participate in meetings with upper management and the customer service department to review customer retention data and implement new strategies for engaging with customers in an impactful way. 

Qualities for the Client Success Manager: 

They have excellent interpersonal communication and know how to adjust their communication to speak with upper management, clients, or customers and lower-level company employees. Further, a good Client Success Manager has a personable nature that allows them to connect with new, existing, and potential customers to help them navigate products or services and make them feel valued.  Our client’s representatives are always moving companies, and by building & keeping a good relationship, the Client Success Manager always knows where they are going, checks in on them in their new role, & the inevitably the work from their new company will begin to come to us.  

The Client Success Manager should have good Negotiating skills since we are always up against our competitors, knowing who our competition is and what we are up against will help us negotiate on our end and to know where we need to be at with our pricing. Negotiating does not always have to do with numbers, sometimes negotiating can be talking with the client and mentioning what we have that the competitor is not offering, this could be a discount or the type of warranties we offer, etc.  Client Success Manager will also be creative and stay current on market trends/initiatives to keep the company relevant in its marketing initiatives and incentives as well as on social media. The Client Success Manager is also a Team player: following up, keeping track of everything (she/he) is bringing in, while helping facilitate anything that the sales team needs help getting answers about. Client Success Manager also facilitates Accounting with “in person” follow-ups regarding past due AR while doing office visits.  The Client Success Manager should also have the important trait of being persistent, constantly looking for the next sale, while following up on pending proposals.  Following up in multiple ways and finding out what each client representative’s “preferred” contact method is to best communicate with /reach that person.  And the Client Success Manager should be a closer, skilled at bringing business transactions to a satisfactory conclusion.  

Company DescriptionThe Painter Family has provided quality customer service to Residential and Commercial Property Owners/Managers for over 90 years. Our company's focus is customer-centric with a basis on factual data that drives our projects to completion. At Classic, we dedicate ourselves to providing excellent service. Whether it’s roofing, fire damage restoration, or general maintenance. All employees are expected to have a "can do" attitude and desire to help with whatever might be needed of them to accomplish our relentless pursuit to completion.

Our work environment includes:

Modern, business casual office setting.
Computer Based phone system that works through SalesForce.
Technology driven daily processes that provide (1) source of truth. If it didnt happen in SalesForce, it didn't happen.
Friendly, open community with an open forum to share ideas for CHANGE that can push each of us to be more efficient.Company DescriptionThe Painter Family has provided quality customer service to Residential and Commercial Property Owners/Managers for over 90 years. Our company's focus is customer-centric with a basis on factual data that drives our projects to completion. At Classic, we dedicate ourselves to providing excellent service. Whether it’s roofing, fire damage restoration, or general maintenance. All employees are expected to have a "can do" attitude and desire to help with whatever might be needed of them to accomplish our relentless pursuit to completion.\r
\r
Our work environment includes:\r
\r
Modern, business casual office setting.\r
Computer Based phone system that works through SalesForce.\r
Technology driven daily processes that provide (1) source of truth. If it didnt happen in SalesForce, it didn't happen.\r
Friendly, open community with an open forum to share ideas for CHANGE that can push each of us to be more efficient.