Team Building: Building and leading a team of high-performing Client Success Managers.
Talent Development: Identifying and nurturing talent within the team, providing mentorship and training to enhance skills and capabilities.
Resource Allocation: Efficiently allocating resources across the assigned portfolio of clients ensuring all clients have a named Client Success Manager and that they receive the interactions as reflected in our client segmentation and engagement plan
Client Relationship Management
Client Health: Manage CSMs as they evaluate and gauge relationship health, providing a predictive view of clients that are at risk. NPS will be a primary tool with other methods ensuring efficiency and effectiveness.
Client Engagement: Manage and support the team to cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives.
Knowing our Clients: Manage and support the team to collect information about our clients that helps us better meet their needs and enabling us to maximize relationship expansion opportunities.
Service Expansion: Coach and manage team members to identify opportunities to expand or enhance service offerings to meet changing client needs. Seek to improve the effectiveness of CSM conversations with clients to uncover unmet needs. Manage targeted client expansion campaigns.
Portfolio Planning and Management
Relationship Management Planning: Collaborating with executive leadership, evaluate factors within the assigned portfolio affecting client relationships and provide findings of the key drivers and recommendations on how to improve overall outcomes (satisfaction, renewal rates, expansion, etc).
Operational Excellence
Process Management: Coach and manage CSMs to efficiently and effectively execute standard work routines.
Process Standardization: Coach and manage CSMs to follow standard policies, processes and procedures.
Process Optimization: Identify opportunities to improve operational processes to improve CSM efficiency and effectiveness.
Quality Assurance
Service Quality: Establishing and maintaining quality standards.
Compliance: Ensuring that services comply with industry regulations and standards.
Communication and Collaboration
Team Communication: Maintain a consistent practice of team huddles, meetings and individual conversations to ensure team members are aligned to organization objectives and are feeling engaged and motivated to perform their role.
Internal Communication: Facilitating effective communication between different departments, ensuring alignment on goals and strategies.
Collaboration: Collaborating with sales, marketing, product development and service delivery teams to ensure a unified approach to client engagement and service delivery.
Required Skills
To excel in the role individuals, need a diverse set of skills, including:
Leadership Skills: The ability to inspire and lead teams, fostering a culture of excellence and collaboration.
Strategic Thinking: A forward-looking mindset to contribute to the development and execution of the company's strategic goals.
Client Relationship Management: Strong interpersonal skills to build and maintain client relationships.
Negotiation Skills: knowledge and experience working with Software, Professional Services and general consulting MSAs, Order forms, Service Level Agreements, SOWs and other related contract documents.
Operational Excellence: A keen eye for operational efficiency, process optimization, and risk management.
Financial Acumen: The ability to manage proposals including pricing and client value expressions.
Communication Skills: Clear and effective communication both internally and with clients is crucial.
Problem-Solving: The capability to identify and solve complex problems in a dynamic business environment.
Adaptability: The capacity to adapt to changing market conditions, client needs, and industry trends.
Communitybrands · Remote