Client Success Manager

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What To Expect In This Position

• Liaise and build relationships with key individuals within clients in a defined book of business and ensure that they are satisfied with the services they receive.
• Work closely with Account Managers on success plans for accounts in the book of business to grow and protect revenue; give early warnings regarding renewals and opportunities.
• By managing your book of business, ensure Gross Revenue Retention and Churn targets are met, along with Product Adoption and usage rates.
• Uncover growth opportunities to assist in expanding the account (additional licenses, products, use cases). Once identified, qualify these Upsell opportunities and Cross-sell opportunities and pass to the Account Manager to close.
• Manage the implementation and onboarding process of new customers across multiple products.
• Leverage CRM and CSM softwares to proactively focus on customers to reduce risk and drive product adoption and usage (as data is available)
• Contribute to account management strategy with in-depth knowledge of end user sentiment, behavior and adoption.
• Consult customers on best practices and re-share knowledge as thought leadership amongst like customers.
• Identify barriers or friction points that prevent end user adoption of a product and provide necessary guidance/resources to remove or reduce.
• Design, craft and deploy different strategies to engage with clients, testing ideas and then sharing what works with the wider team.

What Sets You Apart

• 2+ years of customer success/support experience.
• Experience conducting effective consultative conversations.
• Experience and demonstrable success in engaging with clients, including individuals at prestigious organisations and those at executive level.
• A proactive, solution-oriented approach to problem solving.
• Fluency in the English language is essential. 
• Fluency in Spanish is highly desirable. 
• Experience delivering one-on-one product demonstrations or training to customers.
• Superior presentation skills and numeracy skills; facility with Excel and GSuite.
• Strong written and verbal communication skills.
• Proven ability to multitask and attention to detail.
• Familiarity with Salesforce, ChurnZero or equivalent CRM and CSM tools (desirable).
• Experience of international relations, international business or policy-making (desirable).