Full-Time Client Success Manager

Full-time

As a Client Success Manager at My Business Care Team you will  provide ongoing support to our clients and network with them.You should be able to contribute to building relationships, implementing new programs that will increase our business’ revenue potentials and minimize churn rates.

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
• Create process maps and process documents
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist client as needed with setting up and navigating programs or any related tools
• Review client complaints and concerns and seek to improve all aspects of the client experience with the company
• Optimize existing processes within the company and actively enhance all Client Success initiatives
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Work with sales and marketing teams to boost customer referrals and develop case studies

Metrics that are tracked (subject to change based on business needs)

• Increase client usage of our products through education, awareness, referrals.  
• Net promoter score for each client
• Client retention
• Bachelor’s degree or equivalent experience in customer support/success, sales, business development or account management.
• 3-5 years of experience in communications, marketing, sales, account management, or client success
• Must have optometry and/or ophthalmology experience in operations

Desired Attributes:

• Strong analytical and problem-solving skills.
• Ability to work under pressure and manage multiple clients
• Highly organized and detail-oriented
• Exceptional ability to communicate and foster positive business relationships
• Active team player, self-starter, and multitasker who can quickly adjust priorities