Client Success Manager

2 weeks ago


Chicago, United States Kestrel Associates Full time

Overview:
We are looking for a technically savvy customer success manager who can provide ongoing support to our clients and network with them. You will contribute to building relationships, implementing new programs that will help increase revenue potentials and minimize churn rates. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. Work closely with the assigned Account Manager to deal with the operational improvements and help support them in expanding the accounts.

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction and collaborate with other employees to ensure customer questions and concerns are addressed in a timely manner.

**Key Responsibilities**
- Establishing clear client retention goals and plan to exceed expectations and satisfaction
- Own customer support during onboarding, implementation and training to improve adoption and usage
- Own the technical implementation including handling execution challenges proactively.
- Looking into client analysis around adoption, trends, features, tickets etc
- Attending support calls to discuss issues with the service desk team and client pointing out metrics, trends and solutions.
- Review customer complaints and concerns and seek to improve the customer experience
- Draft process milestones for the clients and team to work towards
- Promote the value of the product and new features
- Upsell services and products with the brand image
- Promote value through customer experience
- Analyse customer data to improve the customer experience
- Sustain business growth and profitability by maximizing value
- Monitor defined metrics for assessing client health through NPS/CHS/CSAT etc
- Develop and manage enterprise client portfolio

**Requirements and skills**
- Proven work experience as a Customer Success Manager or similar role
- Track record of helping enterprise clients expand their usage
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- A communications or marketing degree is preferred

Join us as a Customer Success Manager and be part of a team dedicated to delivering exceptional service while driving business success.

Pay: $95,000.00 - $115,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 4 years

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus opportunities

**Location**:

- Chicago, IL (required)

Work Location: Remote



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