Client Success Manager

2 weeks ago

Dallas, Texas, United States Stellar Full time
Job Description

At Stellar, we are dedicated to transforming the operational landscape for Third Party Contractors and Tradespeople. We are seeking a **Client Success Manager** to play a pivotal role in this mission. In this position, you will be responsible for enhancing revenue within a specific market by securing new maintenance Work Orders from our current clientele, ensuring their satisfaction, and promoting the expanded use of Stellar's platform.

If you excel in relationship management and are passionate about providing exceptional service to clients, this role is tailored for you. You will need to effectively build rapport with both internal and external stakeholders, consistently prioritize the client experience, and proactively address client needs before they escalate into issues.

This position is located in our Dallas (Addison) office.

We are looking for seasoned professionals with backgrounds in B2B client success, sales, or account management, particularly those who have experience working with large property management firms or real estate investment trusts. Your primary focus will be on nurturing and expanding relationships with our existing clients.

Key Responsibilities:

  • Ensure client satisfaction and engagement, helping them maximize their use of the Stellar platform, as indicated by metrics such as volume, market share, retention, and overall satisfaction.
  • Anticipate and resolve potential issues by understanding clients' business needs and recommending innovative solutions to enhance their experience with Stellar.
  • Establish and maintain trust-based, collaborative relationships with clients, positioning yourself as a trusted advisor.
  • Facilitate the onboarding process for new clients and their employees, ensuring they recognize immediate value from the Stellar platform.
  • Document and maintain comprehensive records regarding client needs, expectations, pain points, and relevant stakeholders.
  • Utilize data to demonstrate the value Stellar provides and offer performance updates to optimize client engagement.
  • Act as the client advocate within Stellar, fostering a client-centric culture and generating insights to improve operations and expand service offerings.
  • Maintain a holistic view of the client lifecycle to identify opportunities for incremental value creation.
  • Address client concerns and escalations effectively, ensuring they perceive increased value post-resolution.
  • Share best practices and strategies to enhance client usage and adoption, including performance trends and case studies.
  • Manage the collaboration between clients and internal Stellar teams, particularly operations and technology.
  • Conduct market visits to engage with clients and facilitate productive, growth-oriented discussions.
  • Plan efficiently to optimize time management and follow up promptly on assigned leads.
  • Willingness to travel up to 25% as needed.

Qualifications:

  • A minimum of two years of experience in client success, sales, or account management.
  • Preferred experience in construction, home maintenance, or property management.
  • Proven ability to build strong, trust-based relationships with clients, influencing decisions and maximizing sales opportunities.
  • A proactive approach to identifying and delivering new opportunities for growth.
  • Strong skills in sales, interpersonal communication, project management, time management, negotiation, and problem-solving.
  • Excellent communication skills, both written and verbal, with the ability to create clear and structured documentation.
  • Demonstrated ownership and results-driven mindset.
  • Ability to adapt quickly to change and thrive in a fast-paced, dynamic environment.
  • Proven capability to learn and utilize tools and processes to enhance client experiences.
  • Strategic and tactical thinking skills, with the ability to evaluate trade-offs effectively.

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