Client Success Manager

2 weeks ago

Chicago, Illinois, United States The Ladders Full time
Job Overview
About The Ladders

The Ladders is dedicated to transforming the landscape of job searching and career advancement through innovative technology and exceptional service. We aim to enhance the experience of professionals seeking to elevate their careers and connect them with opportunities that align with their aspirations.

As a pivotal player in our operations team, you will have the chance to shape a premier Customer Success department.

This role offers a hybrid work environment, allowing flexibility while fostering collaboration among team members.

Key Responsibilities:
  • Account Management: Take ownership of client accounts, establishing strong connections and advocating for their needs. Engage proactively with clients to comprehend their objectives, challenges, and potential enhancements to their experience. Conduct regular follow-ups to collect feedback, resolve issues, and ensure overall satisfaction.
  • Customer Service Excellence: Develop and implement superior customer service processes that prioritize client satisfaction. Collaborate with customer service representatives and key partners to create efficient workflows for managing inquiries and alerts.
  • Repairs Management Development: Partner with industry experts to design a scalable system for estimating and approving necessary repairs, ensuring a seamless experience for clients.
  • Internal Collaboration: Work closely with various internal teams, including sales and product development, to address client needs effectively. Facilitate user research and feedback sessions to inform product enhancements.
  • Retention and Renewal Strategy: Monitor client engagement and product usage, identifying opportunities for optimization and upselling services.
  • Success Metrics Ownership: Define and oversee key performance indicators (KPIs) tailored to client objectives. Foster a culture of continuous improvement through coaching and feedback.
Qualifications:
Ideal Candidate:
  • Relationship Builder: Proven ability to cultivate and maintain strong client relationships, providing strategic insights and guidance.
  • Analytical Thinker: Strong problem-solving skills with a proactive approach to meeting client needs.
  • Effective Communicator: Exceptional written and verbal communication skills, adept at conveying information across diverse audiences.
  • Detail-Oriented: Capable of managing multiple complex projects simultaneously while driving results.
  • Quick Learner: Ability to rapidly assimilate knowledge about industry fundamentals.
  • Change Agent: Skilled at navigating challenges and fostering innovative practices within teams.
  • Forward-Looking: Anticipate future opportunities and challenges, aligning team strategies accordingly.
  • Experience: 3-5 years in customer success, account management, or a related field.
  • Adaptability: Thrive in a dynamic environment while managing competing priorities.
Preferred Attributes:
  • Experience with HVAC and Refrigeration systems.
  • Interest in advancing AI and climate technology solutions.
  • A diverse background combining data analysis and business operations.
Benefits:
  • Competitive salary and equity options.
  • Comprehensive health coverage for you and your family.
  • Flexible work arrangements.
  • Unlimited paid time off.
  • Opportunities for professional growth and development.
  • A collaborative and inclusive workplace culture.

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