Client Success Manager

Job DescriptionJob Description

Client Success Manager

Job Description

 

PURPOSE:

AIQ is seeking a motivated and experienced Client Success Manager to join our team. The Client Success Manager will be responsible for building and maintaining strong relationships with clients, ensuring their satisfaction, and helping them achieve their business goals through the effective use of our processes/services. This role is focused on nurturing client relationships, understanding their needs, and providing exceptional support and guidance. The ideal candidate will have excellent communication skills, a customer-centric mindset, and a proven track record in managing client relationships.

 

FUNCTIONS AND RESPONSIBILITIES:

Client Relationship Management:

• Responsible for serving as the primary point of contact for clients, addressing their needs and ensuring their satisfaction
• Develop and maintain strong relationships with key stakeholders within client organizations
• Schedule and conduct regular check-ins and reviews with clients to provide project updates, ensure continuous project progress, assess their satisfaction, and identify opportunities for improvement.
• Ensure that projects are progressing smoothly by professionally managing timelines, addressing any issues promptly, and facilitating effective communication between clients and internal teams
• Utilize communication skills regularly with clients to listen and understand business needs, provide value-added consultative feedback and suggestions
• Act as the voice of the client within the company, providing feedback and insights to internal teams
• Confidently present data, strategies, and results to internal and external stakeholders
• Work closely with internal teams to develop and deliver compelling presentations
• Guide new clients through the onboarding process, ensuring a smooth transition from sales and quick adoption of our processes/services and best practices

 

Coordination and Project Management:

• Collaborate with internal team members to track the progress of ongoing projects, ensuring all tasks are on schedule and align with client expectations
• Coordinate with the sales team to ensure seamless project handovers and successful execution, maintaining alignment on client goals and expectations throughout the project lifecycle
• Assist in project management by organizing tasks, monitoring milestones, and providing support to team members to achieve project goals
• Facilitate regular meetings with internal teams to discuss project status, address any challenges, and adjust plans as necessary to maintain smooth project flow
• Provide regular updates to management on client health and success initiatives

 

Issue Resolution:

• Address and resolve client issues and concerns in a timely and efficient manner
• Coordinate with internal teams to ensure that client needs are met, and issues are resolved

 

REPORTING STRUCTURE:

·        Reports to Director of Client Services

 

QUALIFICATIONS:

·        Bachelor’s degree in Business, Communications, or a related field

·        3+ years of experience in client success, account management, account executive or a related role

·        Additional certifications in customer success or related fields

·        Experience in IT or Financial Consulting

·        Strong understanding of customer success principles and practices

·        Excellent communication, interpersonal, and problem-solving skills

·        Ability to manage multiple clients and projects simultaneously

·        Ability to work independently and as part of a team

·        Strong organizational skills and attention to detail

·        Project management skills with the ability to lead and prioritize activities

·        Proficient with Microsoft Office Suite (Word, Excel, PowerPoint) and Google applications

 

KNOWLEDGE, SKILLS, AND ABILITIES:

·        Exceptional analytical and critical thinking skills used to support detail-oriented projects

·        Excellent verbal and written communication abilities to effectively interact with clients and internal teams (simplify complex information to ensure understanding and alignment)

·        Excellent listening skills used to understand and address client needs and challenges

·        Strong work ethic and positive attitude

·        Flexibility to quickly adapt to changing client needs and project demands, and support a wide variety of ad hoc requests

·        Proficiency in managing multiple projects, prioritizing tasks, and meeting deadlines

·        Ability to work effectively and collaborate across a wide range of cross-functional teams, including operations, client services, sales, and the executive leadership team to drive decision-making processes and follow up on key action items

·        Ability to develop high-quality, professional client presentations that are used to present outcomes and suggested strategies to maximize client benefits

·        Proficiency in creating and delivering presentations using tools like PowerPoint

·        Meticulous attention to detail to ensure accuracy and quality in all work, presentations and, reports

·        A deep commitment to providing excellent customer service and achieving high client satisfaction

 

JOB DETAILS:

Competitive salary based on experience and fit to our needs + Bonus potential based on employee and company performance.

The benefits package includes competitive insurance offerings: Health, Dental, Vision, company-paid Life, and Long-term disability coverage, and optional Voluntary Life Insurance options for the employee, spouse, and children. It also includes a generous 401(k) match, educational expense reimbursement, and an Unlimited PTO plan.

Remote working environment - This role is primarily a remote position with minimal travel required based on client needs. The candidate will be provided with company equipment but must have their own private office and a good internet connection.

Salaried position with the expectation to commit to a minimum of 40 hours per week. 

The company's primary business is Monday-Friday, 8:30 a.m. – 4:30 p.m. mountain time zone. However, employees may be required to accommodate adjusted work hours due to specific circumstances to meet project deadlines which will be communicated in advance.

This job description outlines the essence of this position. AuctionIQ (AIQ) reserves the right to add, delete, or change the position's duties at any time at the discretion of management, formally or informally, either orally or in writing.

No job description or any part thereof is intended to be, and should not be, construed as a contract for employment.

 

About AuctionIQ (AIQ)

Based in Salt Lake City, Utah, AuctionIQ® (AIQ) is a global IT services consulting firm specializing in helping clients increase their profitability and enterprise value by materially reducing costs and improving scalability. AIQ specializes in creating industry-leading savings on a global scale, impacting the cost and performance of technology-centric IT services in over a hundred categories, such as cloud, SaaS, digitization, and big data, through the application of its unique tools and business processes. Its patented technology and business process platform ensure maximum client savings while measurably improving quality, service levels, and specifications.

Company DescriptionVisit www.aiq.co for more details about our firm.Company DescriptionVisit www.aiq.co for more details about our firm.

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