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Client Relationship Manager

2 months ago

Plano, Texas, United States Chargeback Gurus Full time
Job Overview
The Client Relationship Manager, under the guidance of the Director of Client Success, is pivotal in driving operational excellence and fostering long-term customer loyalty. This essential position is dedicated to enhancing the Client experience. The ideal candidate will be tasked with developing and nurturing strategic alliances with our key enterprise clients to ensure their ongoing success and expansion.

This role is instrumental in generating revenue, facilitating growth, strengthening client connections, and implementing client-focused strategies and processes to deliver outstanding outcomes and create enduring value for both clients and the organization. The Client Relationship Manager will be accountable for client-driven metrics such as: Retention, Net Revenue Retention (NRR), Engagement/Adoption, client-driven objectives, and Feedback.

Key Responsibilities:
  • Promote the value of our offerings through exceptional customer experiences, cross-selling, and NRR enhancement.
  • Anticipate client needs and serve as a trusted advisor, bridging the gap between clients and key stakeholder delivery teams.
  • Establish and maintain robust relationships with key clients, ensuring their satisfaction and success with our products and services.
  • Collaborate with cross-functional teams to comprehend client requirements and deliver solutions that meet or exceed their expectations.
  • Identify new business opportunities within existing accounts and actively pursue these opportunities to drive revenue and growth.
  • Maintain proactive communication with clients, providing regular updates on project status, addressing any issues, and anticipating future needs.
  • Develop and execute strategic account plans, including growth targets and milestones, to enhance client retention and expansion.
  • Act as a liaison between clients and internal teams to ensure that client feedback is captured, understood, and acted upon.
  • Conduct regular business reviews with clients to evaluate performance against objectives and identify areas for improvement.
  • Stay informed about industry trends and the competitive landscape to provide strategic insights to clients and internal stakeholders.
  • Present Quarterly or Monthly Business Reviews with a focus on client objectives.
  • Deliver candid feedback and provide unfiltered advice.
  • Address complaints and concerns, striving to enhance all aspects of the client experience.
  • Encourage a passionate community of advocates for our products and identify brand ambassadors to share the benefits and value of our offerings.
  • Maintain a comprehensive understanding of products and services, assist clients with inquiries, and recommend the best solutions for their needs.
  • Ensure consistent communication with key stakeholders and clients.
  • Collaborate with the Sales Manager regarding renewals and upgrades.
  • As appropriate, offer mentoring guidance to team members.
  • Provide technical direction and leadership on projects being executed.
  • Optimize existing processes and actively enhance all Client Success initiatives.
Qualifications:
  • 5-7 years of experience in a mid-management customer service or customer success role is required.
  • 3-5 years of experience in brand management and promoting value through customer experience.
  • Experience with fraud prevention methods related to the payments ecosystem is essential.
  • Exceptional project and account management skills.
  • Strong presentation skills, particularly to C-Suite executives.
  • Proven track record of growth measured in NRR for a high-value portfolio of clients.
  • Able to analyze and interpret data, statistical models, and other quantitative methods.
  • Deep understanding of analytical data and the ability to present it in actionable formats.
  • Experience in Fin-Tech and SaaS environments is preferred.
  • Exhibit patience, composure under pressure, attentiveness, and a professional demeanor.
  • Exceptional communication skills and the ability to foster positive business relationships.
  • Demonstrated success in cross-selling and upselling to existing clients.
  • Technical skills relevant to client knowledge and usage of services offered.
  • Hands-on work style with a proactive attitude and a strong desire to drive results.
  • Enthusiastic, positive energy, and a willingness to learn.
  • Detail-oriented, analytical, logical, methodical, and organized.
  • A collaborative team player who takes initiative and works constructively with others to achieve objectives.
  • Excellent verbal and written communication skills.
  • Flexible, resourceful, and able to thrive in a fast-paced, dynamic environment.
  • Extensive experience with Excel, Word, and similar office software.
  • Willingness to travel for meetings and events.
  • Hybrid work model: Office and remote.