We are currently seeking a Client Success Manager to join our team in Roseville, CA – Remote.
The client Success Manager is responsible for overseeing the process of customer retention within our company. The duties include interacting with new, existing, and potential customers on a regular basis, directing our team on how to best help clients, and implementing client service policies, reporting, and procedures to enhance customer satisfaction. This is a meaningful role that requires a results-focused individual who can liaise with our greater Client Success and technology teams, and support our sales teams, to deliver high-quality service to Work Health Solutions’ clients.
Job Specific Duties:
Ensure Client Success:
Establish clear retention goals and process milestones for the client and employees to work toward.
Assist clients as needed with setting up and navigating programs or software associated with a product or service.
Review client complaints and concerns and seek to improve all aspects of the customer experience with the company.
Optimize existing processes within the company and actively enhance all Client Success initiatives.
Build relationships with assigned clients, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts.
Strategic Account Management
Work with clients to ensure they are leveraging effectively and finding value in our services
Become an expert in our services and educate customers on the use and benefits of our products – grow new services and value add-ons to the client.
Be a customer advocate while capturing customer feedback and reporting requests to Operations and Sales.
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
Maintain a revenue base by managing account retention, growth, and renewal.
Drive upgrade revenue through increased service/product adoption and increased usage
Client Reporting and Interface
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Work closely with Operations, Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
Promote the value of the product and upsell services and products with brand image and promote value through customer experience
Maintain a detailed understanding of site locations, products, and services, and assist customers with questions and operational reports as required.
Other duties as assigned.
KPI/Metric performance reporting to Director / VP.
Project manager checklist accountability.
Weekly Client reporting on operations.
Changes in staff
Metric and performance report to VP and Executive Team.
Weekly client meeting agenda and action items.
Contract service coverage.
Staff optimization review.
Charge slip audit- where applicable.
Monthly Client reporting on operations.
Changes in staff
On-site licensing and equipment calibration for sites.
Cost per service analysis.
Service opportunity expansion.
Lunch and learn coordination and implementation-where applicable.
On-site performance audits- as requested by VP.
KEY SUCCESS FACTORS
Demonstrated leadership, communication, and problem-solving skills.
Demonstrated effectiveness in team development strategies.
Demonstrated effectiveness in account/client management.
Demonstrated ability to evaluate and balance team / individual workloads through effective time management, prioritization, and organizational skills.
Able to travel as required.
Prolonged periods sitting at a desk and working on a computer, with repeated movements. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines.
Must be able to lift up to 20 pounds at times and exert up to 20 lbs. of force occasionally, and/or up-to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.
Long hours on a computer keyboard. Prolonged periods of standing and/or walking.
Ability to communicate orally with customers, vendors, management, and other co-workers. Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Hearing, vision, and speaking within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.
Some product and material handling is required. Seizing, holding, lifting above shoulders, grasping, turning, twisting, and working with hand or hands.
Work is performed primarily in traditional office and outdoor settings, in all weather conditions, including temperature extremes, during day and night shifts. Work may be performed in emergency and stressful situations. The noise level in the work environment is usually quiet in office settings and moderate in other situations.