Client Success Manager

4 weeks ago

Phoenix, Arizona, United States StenTam Full time
About You

We are seeking a highly skilled Client Success Manager to join our team at StenTam. As a Client Success Manager, you will be responsible for building and maintaining strong relationships with our clients, understanding their unique needs and goals, and creating tailored strategies to help them succeed.

Your role will involve being the primary point of contact for clients, ensuring they receive top-notch service and support throughout their engagement with us. You will proactively identify and address client issues, coordinate with internal teams to resolve concerns, and maintain a high level of client satisfaction.

Responsibilities

  • Manage and nurture client relationships: Build strong connections with assigned clients, understanding their needs and goals to serve as their main point of contact and advocate.
  • Conduct outbound calls: Reach out proactively to offer support, provide updates, and address any client concerns or questions.
  • Handle and resolve client tickets: Manage client support tickets efficiently, ensuring timely resolution by working with internal teams when necessary.
  • Check on refund status: Monitor and update clients on the status of their refund requests, ensuring a smooth process.
  • Follow up with clients: Perform regular follow-ups to track progress, gather feedback, and address any outstanding issues.
  • Oversee timely payment collection: Track payment schedules and outstanding balances, coordinating with clients to ensure timely payments and resolve any billing issues.
  • Manage document collection: Ensure timely and accurate collection of necessary documents from clients, coordinating with them to gather all required information for processing and compliance.

Requirements:

  • Bachelor's degree in Business, Marketing, Communications, or a related field preferred
  • Proven experience in customer success, account management, or a similar client-facing role (3+ years preferred).
  • Strong interpersonal and communication skills, both verbal and written.
  • Ability to understand and translate technical concepts to non-technical stakeholders.
  • Excellent problem-solving and conflict resolution abilities.
  • Ability to manage multiple clients simultaneously, with strong organizational and time management skills.

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