The Client Success Manager is responsible for the assigned Accounts, which spans managing the resolution status of routine to complex client requests and issues. The position requires proactively addressing operational as well as commercial issues and opportunities. Client Success Managers have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of customers’ strategic business goals.
In addition, the Client Success Manager will be responsible for effective and timely communication to ensure client expectations are met satisfactorily. In this role, the candidate will be expected to demonstrate a high level of professionalism with every interaction in a fast-paced account management environment. The Client Success Manager is expected to be a team-player and work closely with internal departments to ensure best practices throughout the organization are achieved.
Candidates must be energetic, motivated, and possess ability to work with limited supervision. They must demonstrate the ability to multi-task, problem solve, demonstrate initiative and the ability to think creatively to address unforeseen obstacles. Must be able to balance needs of the customer with needs of the business and address issues creatively and professionally and reach a win-win solution.
Role and responsibility:
The Client Success Manager position is responsible for creating and maintaining a partnership with their assigned customer base
Working with Whisbi Sales Managers and Project Managers, assist with activating new accounts, delivery communication with clients and updating of SalesForce.com accordingly
Proactive part of a customer focused team comprising technical support and field operations, especially in the client set-up phase (e.g. technical implementation, client training)
Perform regular account health check reviews with the clients
Manages contract renovations and account escalations
Churn/cancellation prevention identification and appropriate actions taken or escalated as necessary
Answering product usage questions, as appropriate
Schedule and conduct weekly proactive communications
Provide regularly scheduled analysis of customer product use, and issues log
International travel is required depending on Client needs.
The ideal profile:
3+ years key account management experience for B2B software applications on an international level
English is the must, other languages are a good plus
Previous sales experience a plus
Strong team communication skills are essential
Ability to develop strong relationships with internal and external contacts
Open to feedback and proactive actions to continually improve
Evidence of working in a high energy team environment, motivating team members, and actively supporting team members to meet the needs of the customer
Highly organized, consistently positive (offers solutions in place of roadblocks) and self-directed with proven ability to manage and prioritize multiple tasks in a fast paced environment
Self-motivation, with a proven ability to learn quickly, multi-task and work independently as well as part of a team
A positive, ‘can-do’ attitude
Excellent written and verbal communication skills are essential
Expert level user of Microsoft Office Suite (MSWord, Excel, PowerPoint etc.)
Knowledge of SalesForce is a plus.