BLR | HCI | CCMI
Client Success Manager
BLR | HCI | CCMI, Atlanta, Georgia, United States, 30383
At the heart of our company is our people. People from many different backgrounds with different vantage points, opinions, and experiences. We strive to continually lead with our IMPACT values and empower our employees to develop their full potential on a team that is passionate about acceptance, inclusivity, and achievement. Our employees are the driving force for the innovation, collaboration and creativity that enables our organization to deliver strategic success.
Job Summary:The Client Success Manager is a strategic and supportive partner for our customers at every stage during their client experience from the time they sign their contract through the life cycle of their account.This position focuses on building loyalty to ensure long-term client retention by presenting a strong implementation and onboarding process, providing product information at any point, addressing customer issues, and identifying upsells and renewal opportunities for the sales team.
Primary Duties and Responsibilities:Serve as a key service partner to customers and allow clients to make the most of their subscriptionsSustain business growth and profitability by maximizing valueAnalyze customer data to improve customer experienceConduct product demonstrations for customersAssist customers with setting up and navigating programs or softwareAssist in creating training courses and educational materialsAct as the central contact for all things related to their account (outside of direct sales discussions)Partner cross-functionally with product, sales, technical support, operations and shared services to gather information and assistance on behalf of the client; provide responses to the client in a timely mannerEstablish clear client retention goals and process milestones for customers and employeesUpsell services and products with the brand imagePromote value through customer experienceReview customer complaints and concerns and seek to improve the customer experience
Additional Responsibilities:
Additional duties as assigned
Critical Competencies:
Collaboration & Teambuilding - Builds and maintains relationships to successfully work toward common strategic goals, creates strong morale and spirit, fosters open dialogue, creates a sense of unity among teamEmotional Intelligence - Capable of recognizing the emotions of self and others, demonstrates the ability to adjust to the emotional environment, builds sustainable rapport, uses diplomacy and tact to achieve mutually beneficial outcomesCustomer Centric - Establishes and maintains effective relationships with customers, effectively aligns strategy with customer's business, anticipates customer needs and sets high standards for customer service
The Individual:
Experience working with brand image and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceAccountability and personal organization are essentialAbility to de-escalate a stressful situation, remain calm and work through problems to find solutions in a way that fosters client loyalty
Qualifications:
1-3 years of experience as a Client Success Manager or similar role
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.
If you require an accommodation under the Americans with Disabilities Act, Section 503 of the Rehabilitation Act or similar law in order to apply for employment at Simplify Compliance, please contact our Talent Acquisition Team [redacted], ext. 8101.
Job applicants may request to review the company's Affirmative Action plans by contacting the talent acquisition team/recruiter, Human Resources department or Chief People Officer.
Job Summary:The Client Success Manager is a strategic and supportive partner for our customers at every stage during their client experience from the time they sign their contract through the life cycle of their account.This position focuses on building loyalty to ensure long-term client retention by presenting a strong implementation and onboarding process, providing product information at any point, addressing customer issues, and identifying upsells and renewal opportunities for the sales team.
Primary Duties and Responsibilities:Serve as a key service partner to customers and allow clients to make the most of their subscriptionsSustain business growth and profitability by maximizing valueAnalyze customer data to improve customer experienceConduct product demonstrations for customersAssist customers with setting up and navigating programs or softwareAssist in creating training courses and educational materialsAct as the central contact for all things related to their account (outside of direct sales discussions)Partner cross-functionally with product, sales, technical support, operations and shared services to gather information and assistance on behalf of the client; provide responses to the client in a timely mannerEstablish clear client retention goals and process milestones for customers and employeesUpsell services and products with the brand imagePromote value through customer experienceReview customer complaints and concerns and seek to improve the customer experience
Additional Responsibilities:
Additional duties as assigned
Critical Competencies:
Collaboration & Teambuilding - Builds and maintains relationships to successfully work toward common strategic goals, creates strong morale and spirit, fosters open dialogue, creates a sense of unity among teamEmotional Intelligence - Capable of recognizing the emotions of self and others, demonstrates the ability to adjust to the emotional environment, builds sustainable rapport, uses diplomacy and tact to achieve mutually beneficial outcomesCustomer Centric - Establishes and maintains effective relationships with customers, effectively aligns strategy with customer's business, anticipates customer needs and sets high standards for customer service
The Individual:
Experience working with brand image and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceAccountability and personal organization are essentialAbility to de-escalate a stressful situation, remain calm and work through problems to find solutions in a way that fosters client loyalty
Qualifications:
1-3 years of experience as a Client Success Manager or similar role
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.
If you require an accommodation under the Americans with Disabilities Act, Section 503 of the Rehabilitation Act or similar law in order to apply for employment at Simplify Compliance, please contact our Talent Acquisition Team [redacted], ext. 8101.
Job applicants may request to review the company's Affirmative Action plans by contacting the talent acquisition team/recruiter, Human Resources department or Chief People Officer.