Regularly participate and provide client feedback to Elite Team as well as all other departments via Microsoft Teams, Emails, CW tickets, and Direct Phone Communication to move action items forward.
Document all client communication in CW as it is worked and provide client with updates on Services Tickets and or any Activity being worked to eliminate “dark time”.
Ongoing participation in weekly Client Strategy Meetings and Huddles
Develop an understanding of Company’s client base to help develop and improve the client experience.
Ongoing communication and planning with Client Base through Huddle Process / Client Communication Cadence
Maintain & Delivery of Client Success Dashboards on a Monthly Basis
Ability to identify Client risks and develop solution strategies with TA Team and Service Resources
Document Escalations as they unfold and participate in internal team meetings for effective execution of resolution.
Must have strong communication skills as well as the ability to present information to C-Levels & IT Managers
Ongoing ability to Set & Manage Client Expectations
Participate in the completion of onboarding utilizing a Detailed Project Plan within SharePoint
Facilitate New Client Introduction Team Meeting and ongoing Onboarding Documentation.
Must have excellent time management skills and ability to handle multiple projects at once.
Responsible for client interaction and account ownership. The Client Success Manager is not responsible for addressing technical issues faced by the client however is responsible for making sure the issues have been handed off to the appropriate support team and are addressed.
Regular communication is required across the CSM’s client base and CSM must be comfortable communicating with C-Levels as well as IT Managers.
Consistently looking for ways to improve the client experience and interactions with the Company.
Responsible for looking at services for our clients and finding creative solutions to improve their day-to-day experience with technology.
Work with the Technology Advisor Team to assist in providing recommendations to improve the customer experience.
Client interactions and recommendations will be reviewed with the TA team to review options to improve.
Participating in reviewing and suggesting improvements to procedures that document best practices and planning sessions with TA team.
Responsible for keeping day to day accountability metrics updated. This would include CSM playbooks, Client dashboards, and weekly key performance indicators.
Responsible for participating in an integrated team of service delivery professionals. Working within this team approach is critical to the success of this position. Communication between and across teams is critical to providing the client with a superior service experience.
Qualifications and Requirements
Education and Soft Skills
Bachelor’s Degree or higher strongly preferred
Account management & business process experience required
5+ years of customer service experience preferred
Experience working in a fast-paced environment
High comfort level with face-to-face interaction with senior leadership positions
Excellent oral and written communication skills
Strong ability to manage time effectively in a dynamic environment
Good analytic and problem-solving skills
Ability to work independently with minimal supervision
Ability to work successfully with an integrated support team
Performance Requirements
Ability to learn quickly and adapt to a dynamic environment
Works effectively with other members of the organization to address client issues.
Participates in daily huddles and weekly team meetings with Client Strategy & Service Department.
Effectively escalates client issues and follows-up to make sure that the client is satisfied.
Participates in developing procedures and suggesting improvements to existing procedures.
Documents all contact with the systems or clients in the ticketing application and updates all information within the client knowledge base as appropriate.
