Client Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Foster outstanding professional relationships with clients and actively contribute to delivering exceptional customer service.

• Develop long-term partnerships with clients that yield both financial and operational advantages for both parties.

• Conduct regular client meetings and ensure all follow-up actions are promptly addressed.

• Interact effectively with clients on a routine and ad hoc basis.

• Create and enhance revenue streams within our current client portfolio.

• Collaborate with various departments to resolve service delivery challenges that affect contractual commitments.

• Maintain a thorough understanding of client product configurations and comprehend cross-service system logic and functionality.

• Act as the primary contact for all client communications and oversight; take ownership of overall client satisfaction and proactively seek opportunities to optimize, retain, and upsell business.

• Monitor and manage client health concerning accounts receivable balance, account reconciliation, overdue revenue recovery, and invoice accuracy.

• Communicate effectively in a dynamic, team-oriented environment with shifting priorities conveyed through various channels.

• Manage time and deadlines efficiently while balancing multiple internal and external priorities.

• Oversee project campaign execution to ensure all requirements are fulfilled; document and track project progress and communicate effectively both internally and externally.

• Review and approve software change releases and participate in User Acceptance Testing (UAT).

• Educate and consult new and existing clients on industry best practices.

• Onboard new clients or products and proactively address areas requiring improvement.

• Monitor and assess client performance, identify anomalies, and escalate concerns to management.

• Think critically, devise potential solutions, and communicate effectively with affected parties.

• Possess a robust working knowledge of the entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook).

• Review and provide monthly settlement files and reports to the client.

⛳️ Requirements

• A Bachelor’s degree is preferred, or an equivalent combination of education, training, and experience is required.

• 3-5 years of experience in a customer-facing environment, such as account management or a similar role.

• Must be detail-oriented with the capacity to multitask in a fast-paced setting.

• Excellent written and verbal communication skills are essential.

• Strong working knowledge of the entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook) is required.

• Experienced in compiling, documenting, and communicating client requirements to internal stakeholders.

• Thrives in a dynamic, fast-paced, high-growth work environment.

• Exceptional organizational, analytical, and negotiation skills.

• Strong problem-solving abilities; adept at defining problems, collecting data, establishing facts, and drawing valid conclusions.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development