Client Success Manager

Job Description
The Client Success Manager, at the direction of the Director of Client Success, drives operational excellence and creates lifetime customers. This is a critical role that focuses on optimizing the Client experience. The ideal candidate will be responsible for cultivating and nurturing strategic partnerships with our key enterprise clients to ensure their continued success and growth. The Client Success Manager will work closely with clients to understand their needs, anticipate their future requirements, and develop effective strategies to achieve their goals.

This role drives revenue, growth, strengthens client relationships, and executes client-centric strategies and processes to deliver exceptional results and create long-term value for both clients and the organization. They are accountable to client driven metrics such as: Retention, NRR, Engagement/Adoption, client-driven goals, and Feedback.

Responsibilities:

• Seeks to promote the value of the product through customer experience, cross sell, and NRR growth.
• Anticipate client's needs and functions as a trusted advisor. Act as the bridge between the client and key stakeholder delivery functions.
• Build and maintain strong relationships with key clients, including next-level relationship management, ensuring their satisfaction and success with our products and services.
• Collaborate with cross-functional teams to understand client needs and deliver solutions that meet or exceed their expectations.
• Identify new business opportunities within existing accounts and pursue those opportunities to expand revenue and growth.
• Proactively communicate with clients, providing regular updates on project status, addressing any issues, and anticipating future needs.
• Develop and implement strategic account plans, including growth targets and milestones, to drive client retention and expansion.
• Serve as a liaison between clients and internal teams to ensure that client feedback is captured, understood, and acted upon.
• Conduct regular business reviews with clients to assess performance against goals and to identify areas for improvement.
• Stay current with industry trends and competitive landscape to provide strategic insights to clients and internal stakeholders.
• Present Quarterly or Monthly Business Reviews with an emphasis on client goals.
• Deliver hard truths and give unvarnished advice.
• Review complaints, concerns, and seek to improve all aspects of the client experience.
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs.
• Maintain communication with key stakeholders and customers.
• Partner with the Sales Manager regarding renewals and upgrades.
• As appropriate, provide teammates with mentoring guidance.
• Provide technical guidance and leadership on projects being executed.
• Optimize existing processes and actively enhance all Client Success initiatives.

Requirements

• 5-7 years of experience in a mid-management customer service or customer success position required.
• 3-5 years of experience working with brand image and promoting value through customer experience.
• Experience with Fraud prevention methods with regards to the Payments Ecosphere required.
• Excellent Project & Account Management Skills.
• Strong C-Suite Presentation Skills.
• Proven growth track record of growth measured in NRR for high dollar portfolio of clients.
• Able to understand and interpret data analysis, statistical models, and other quantitative methods.
• Deep understanding of analytical data and ability to present it in actionable ways.
• Experience in Fin-Tech and SaaS environment preferred.
• Patience, calmness under pressure, attentiveness (the ability to listen, rather than speak), and a professional demeanor.
• Exceptional ability to communicate and foster positive business relationships.
• High success and proven ability to cross and up-sell existing clients.
• Technical skills required, as they relate to the client knowledge and usage of services sold.
• Hands-on work style - "can do" attitude with a strong desire to make things happen.
• Enthusiastic, positive energy, and eagerness to learn.
• Detail-oriented, analytical, logical, methodical, and organized.
• Team player who takes initiative and works constructively with others to achieve goals.
• Stellar verbal and written communication skills.
• Flexible, resourceful, team player that can thrive in a fast-paced, constantly changing environment.
• Extensive experience with Excel/Word/like Office systems.
• Travel will be required for meetings and trade show booth representation.
• Hybrid: Office and home