Client Success Manager - Temecula, United States - Culture Partners

Description

The Client Success Manager is a vital link between Culture Partners and our clients. They manage all projects and client information and engage directly with our world-class clients. They are an internal liaison to ensure all aspects of the project are handled with speed, precision, and care.


PRIMARY RESPONSIBILITIES

• Proactively guide clients through every step of the client journey from presales to implementation to invoicing ensuring a seamless and successful experience
• Maintain a deep understanding of our products and educate customers about the most relevant features for their specific requirements
• Serve as the 'voice of the client' and provide internal recommendations on how we can better maximize client value and retention
• Manage agreements (including obtaining necessary approvals, proofing, sending to prospects, tracking and follow up)
• Onboard and integrate new clients as well as nurture existing client relationships
• Participate in, drive and document strategic planning calls/meetings with field team, client, and internal departments
• Coordinate with and serve as liaison between client and internal departments to fulfill contracted services on time and on schedule
• Constantly assess "health checks" for our clients to maintain momentum and drive satisfaction, adoption, and retention
• Continuously improve the client experience by connecting the value and benefit of our products and services to client needs and objectives
• Responsible for the timely delivery of projects within scope and the insight to flag anything that could affect the project delivery or profitability.
• Forecast and track key account metrics, including monitoring and analyzing client's use of our services and report to senior management
• Manage changes to the project scope, project schedule, and project costs using the proper processes (i.e., change letters, repurposing opportunities)
• Coordinate post event follow up, including reaching out to clients for feedback on all aspects of service and share information with appropriate departments
• Willingly complete other projects as assigned

SKILLS/ABILITIES

• Actively look for opportunities to drive the business
• Ability to effectively work independently with mínimal supervision
• Excellent analytical and problemsolving skills
• Ability to work closely and collaboratively within own team and crossfunctionally
• Strong organizational skills and ability to prioritize workload to meet tight deadlines in a fastpaced and dynamic work environment
• Demonstrate attention to details and good recordkeeping
• High level of interpersonal skills with demonstrated tact, empathy, diplomacy, and emotional intelligence
• Excellent listening and communication skills.
• Knowledge and ability to use applicable information technology and systems to meet work needs

EDUCATION/EXPERIENCE

• BA/BS, preferred
• Proficient in Microsoft Office Suite
• 5 years' experience in account management or project management
• Prior experience with CRM, Salesforce preferred
• 5+ years customer service experience
• Project coordination experience a plus

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.