Full-Time Client Success Manager

Client Success Manager at My Business Care Team

As a Client Success Manager, you will provide ongoing support to our clients and network with them. Contribute to building relationships, implementing new programs to increase revenue and minimize churn. Own the entire client relationship: onboarding, implementation, training, adoption, retention, and satisfaction.

Be a trusted, strategic advisor, ensuring continued value of our services.

Develop customer-success strategies, best practices, and customer-support content with creative team. Create process maps and documents.

Communicate effectively with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.

Establish clear retention goals and process milestones.

Assist clients with programs and tools.

Review client complaints and concerns, aiming to improve the client experience.

Optimize existing processes and enhance Client Success initiatives.

Be the daily contact for assigned accounts, building trust and rapport while identifying opportunities, highlighting best practices, and documenting work.

Collaborate with sales and marketing to boost referrals and develop case studies.

Metrics (subject to change):

• Increase client product usage through education and awareness.
• Achieve high Net Promoter Score for each client.
• Improve client retention.

Requirements:

• Bachelor’s degree or equivalent experience in customer support, 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
• Excellent communication and relationship-building skills
• Active team player, self-starter, and multitasker who can adjust priorities quickly

What is the last date for applying to the job?

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