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Client Engagement Manager

2 months ago

Kennesaw Georgia, United States The Lean Way Consulting Full time

About the Role:

The Client Success Manager will be responsible for providing ongoing support to our clients and building strong relationships with them. This role requires a strong understanding of our business and the ability to contribute to building relationships, implementing new programs, and minimizing churn rates.

Key Responsibilities:

  • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our services
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
  • Create process maps and process documents
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
  • Establish clear retention goals and process milestones for the client and employees to work toward
  • Assist client as needed with setting up and navigating programs or any related tools
  • Review client complaints and concerns and seek to improve all aspects of the client experience with the company
  • Optimize existing processes within the company and actively enhance all Client Success initiatives
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
  • Work with sales and marketing teams to boost customer referrals and develop case studies

Metrics that are tracked (subject to change based on business needs):

  • Increase client usage of our products through education, awareness, referrals
  • Net promoter score for each client
  • Client retention