Full-Time Client Success Manager

Full-timeAs a Client Success Manager at My Business Care Team you will provide ongoing support to our clients and network with them.

Contribute to building relationships, implementing new programs to increase business revenue and minimize churn rates.

Own the entire client relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.

Establish relationships as a trusted and strategic advisor to ensure the continued value of our services.

Develop and maintain customer-success strategies and best practices, 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.

Assist clients with setting up and navigating programs or tools.

Review client complaints and concerns, and seek to improve all aspects of the client experience.

Optimize existing processes and enhance Client Success initiatives.

Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying opportunities, highlighting best practices, and documenting work.

Work with sales and marketing teams to boost referrals and develop case studies.

Metrics tracked (subject to change):

• Increase client product usage (education, awareness, referrals)
• Net promoter score for each client
• Client retention

Requirements:

• 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.
• 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 communication and relationship-building skills.
• Active team player, self-starter, and multitasker.

What is the last date for applying to the job?

Which countries are accepted for this remote job?