Full-Time Client Success Manager

As a Client Success Manager at My Business Care Team, you'll provide ongoing support to our clients and network with them.

Responsibilities Include:

• Building relationships, implementing new programs to increase revenue and minimize churn.
• Owning the entire client relationship: onboarding, implementation, training, adoption, retention, and satisfaction.
• Acting as a trusted advisor, ensuring the continued value of our services.
• Developing and maintaining customer success strategies, best practices, and support content (with creative team support).
• Creating process maps and documents.
• Communicating effectively with internal and external senior managers to understand customer needs, maximize retention, and share learnings.
• Establishing clear retention goals and process milestones for clients and employees.
• Assisting clients with programs and tools.
• Reviewing client complaints and concerns to improve the client experience.
• Optimizing existing processes and enhancing Client Success initiatives.
• Serving as the day-to-day contact for assigned accounts, building trust, identifying areas for improvement, and highlighting best practices.
• Collaborating with sales and marketing teams to boost referrals and develop case studies.

Metrics Tracked (subject to change):

• Increased client product usage.
• Client retention rate.
• Net Promoter Score (NPS) for each client.

Qualifications:

• 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 is a must.

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?

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