Client Success Manager

Job Title: Client Success Manager

Location: Remote

Start Date: Immediately

Job Type: Full-Time (40 hours per week)

Job Summary

A Client Success Manager is responsible for ensuring that clients derive maximum value from a companys products or services, fostering long-term relationships, and driving customer satisfaction. This role involves working closely with clients to understand their needs, providing guidance, and addressing any challenges they may face. The Client Success Manager also acts as a liaison between clients and internal teams to ensure the successful delivery of services, ultimately aiming to retain and grow client accounts. This role is key to promoting client loyalty, reducing churn, and identifying opportunities for upselling or cross-selling additional products or services.

Key Responsibilities

Client Onboarding

• Information Gathering: Personally engage with new clients to collect essential details, define service requirements, and understand their expectations.
• Onboarding Meetings: Organise and lead initial meetings to introduce the companys services, key team members, and outline the service delivery process. Ensure clients are well-informed and comfortable with the next steps.
• Documentation and Setup: Handle all aspects of contract finalisation, service agreement documentation, and setting up client information in CRM and project management systems.
• Access Coordination: Manage the setup and distribution of client access to necessary platforms, tools, and communication channels to kick off service delivery seamlessly
  
  

Service Delivery & Execution

• Service Planning: Create customised service plans, detailing clear deliverables, expected outcomes, timelines, and measurable key performance indicators (KPIs).
• Daily Execution: Act as the main point of contact for client requests, ensuring all tasks are managed efficiently and according to the agreed service plan. Use automation tools to enhance speed and efficiency in delivering services.
• Quality Assurance: Conduct regular quality checks to ensure that services meet or exceed client expectations, actively monitoring performance against KPIs.
• Client Communication: Maintain consistent and proactive communication with clients, providing updates on service status, project milestones, and any necessary adjustments. Prepare and send detailed meeting summaries to keep clients informed.
  
  

Lead Management and Discovery Calls

• Discovery Calls: Conduct initial discovery calls with potential clients to understand their needs, present the companys services, and assess if they are a good fit.
• Lead Classification: Use Podio to classify incoming leads, categorising them based on potential value, urgency, and service alignment. Ensure that high-potential leads are prioritised for follow-up and engagement.
  
  

Issue Management & Resolution

• Issue Logging: Use a structured system (e.g., a ticketing tool) to log client issues, prioritise them based on urgency, and track the resolution progress.
• Problem Analysis: Investigate and identify root causes of recurring issues, develop preventive measures, and document corrective actions.
• Resolution Communication: Update clients regularly on the status of issues and explain the steps taken to prevent similar problems in the future. Collect client feedback to ensure satisfaction with the resolution process.
  
  

Client Relationship Management

• Engagement and Check-Ins: Take a proactive approach by scheduling regular check-ins to discuss service performance, address concerns, and explore ways to add value.
• Building Trust: Develop strong, trusting relationships with clients by demonstrating reliability, transparency, and a thorough understanding of their business needs.
• Feedback Collection: Actively solicit feedback using surveys, feedback forms, and informal check-ins. Analyse feedback to identify service improvement opportunities and report findings to relevant teams.
  
  

Reporting & Performance Analysis

• Report Generation: Prepare and deliver performance reports on a weekly, monthly, or quarterly basis, highlighting key metrics such as service quality, client satisfaction, and task completion rates.
• Data Analysis: Analyse performance data to uncover trends, successes, and areas that need improvement. Use this information to make data-driven recommendations for optimising client services.
• Client Presentation: Present reports to clients, interpret the data clearly, and discuss actionable insights to enhance the clients experience and outcomes.
  
  

Client Offboarding

• Exit Coordination: Personally handle the offboarding process, ensuring all deliverables are provided, and conducting an exit meeting to gather feedback and discuss the clients experience.
• Knowledge Transfer: Document and hand over any critical information or data to clients, as needed, and archive all client files in accordance with company policies.
• Access Management: Oversee the removal of client access from company systems and ensure all data is securely stored or deleted based on compliance standards.
  
  

Expectations:

• Client-Centric Approach: As an individual contributor, take complete ownership of ensuring client satisfaction, demonstrating a high level of responsiveness, empathy, and problem-solving skills.
• Efficiency and Organization: Manage multiple client accounts and projects simultaneously, ensuring that each client receives timely and high-quality service. Maintain meticulous records and use CRM tools to streamline client management processes.
• Proactive Problem-Solving: Identify potential challenges before they escalate and take initiative to resolve them effectively. Be prepared to adapt quickly to changing client needs and priorities.
• Communication Excellence: Exhibit outstanding communication skills, both written and verbal. Provide clear, concise updates to clients and internal stakeholders, ensuring alignment on expectations and project statuses.
• Data-Driven Mindset: Use data to inform decisions and improve service delivery. Regularly review performance metrics and leverage insights to optimise the client experience.
• Self-Motivation and Independence: As an individual contributor, work autonomously to manage your workload, set priorities, and meet deadlines without direct supervision. Take initiative to improve processes and deliver results.
• Continuous Learning: Stay updated on industry best practices and new technologies that can enhance client success. Be open to learning and implementing new tools or strategies to improve efficiency.
• Relationship Building: Cultivate long-term relationships with clients by understanding their goals and aligning services to meet their evolving needs. Be seen as a trusted advisor who is genuinely invested in their success.
• Accountability: Take full accountability for the client experience, from onboarding to offboarding. Ensure that clients feel valued, heard, and satisfied throughout their journey with the company.
• Lead Management: Demonstrate the ability to effectively manage and classify leads, ensuring that high-potential clients are prioritised. Be proactive in conducting discovery calls and converting qualified leads into long-term clients.
  
  

Qualifications:

• Strong communication, interpersonal, and relationship-building skills.
• Problem-solving abilities and a proactive approach to addressing client needs.
• Experience with customer success, account management, or client services in a relevant industry.
• Ability to work collaboratively with cross-functional teams, including sales, product, and support teams.
• Knowledge of CRM software and client success tools.
• Ability to analyse client data, understand client needs, and deliver tailored solutions.
  
  

Whats in it for you?

• Long-term position with job security and opportunities for professional growth.
• Work remotely with flexibility from the comfort of your home office.
• Amazing support from both a local and international community.
  
  

Why This Role Matters

The Client Success Manager plays a critical role in driving customer satisfaction, loyalty, and retention, ensuring clients continue to see value from the companys products or services. By maintaining strong relationships and proactively addressing client needs, the Client Success Manager directly contributes to the growth and success of both the client and the company.

Application Process

To apply, please submit the following to kaye@yorkhamilton.com and use the email subject "Applicant: Executive Assistant"

• Updated resume
• Cover letter
• 1-minute Introduction Video
• Photo of work set up at home
• Screenshot of laptop specs and speedtest
  
  

*Note: incomplete applications will not be considered

Pre-hiring Requirements: (Not mandatory at this stage, but great to have ready)

To Help Us Move Quickly Through The Hiring Process, It Would Be Beneficial If You Already Have The Following Available Or Prepared

• 3 Character references (should be your current / previous lead or manager)
• Valid copy of NBI Clearance (for Filipino candidates)
• Valid copy of Police Clearance Certificate (for non-Filipino candidates)

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