Client Success Manager

ConsumerAffairs helps consumers make smart buying decisions in moments of need. Every month millions of consumers turn to our site and tools for help with their considered (often emotional) purchases.

We educate them about their options, learn about their specific needs, and connect hundreds of thousands of them directly to brands. These brands use our SaaS tools to manage their reviews and communicate directly with consumers to serve them better. Our business thrives when the consumers who trust us get matched with the right brands for them.

We’re fast-paced and our core values are the bedrock of who we are and who we want to be.

Our employees believe in raising the bar through data-driven innovation, intellectual curiosity, and grit. We have a team first mentality, and manifest wins by putting the team first. Collaboration and teamwork is in our hearts and we believe winning together is the most fun. But, above all else, we care. We have servant hearts for our consumers, customers, and colleagues. If you want to be part of a globally diverse team that’s focussed on helping people, in an environment where we raise the bar, win as a team, and care above all else—then ConsumerAffairs may be just the place for you!
ABOUT THE JOB:

The Client Success Manager works as part of the Marketplace Team to create and nurture long-term relationships with our clients. They ensure clients successfully adopt the product, resolve any issues that arise to ensure customers are satisfied with our services and we deliver value to meet client goals. In this role, they should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. Having a background in account management and/or customer service and knowledge of our industry is a plus but not required. The goal is to help us safeguard our revenue and retain our customers.
RESPONSIBILITIES:

• Build relationships with key employees among partners.

• Ensure successful renewal of all clients within portfolio.

• Create strategic plans to address clients’ business needs.
• Advise clients on creating profitable processes.
• Schedule regular meetings with customers to ensure they are seeing success from our partnership.

• Execute quarterly business reviews with key clients to ensure continued alignment on goals.

• Act as point of contact for complaints and escalate issues as appropriate.

• Identify opportunities to expand the partnership while maintaining profitability.

• Help sales team up-sell or cross-sell services and products.
• Ensure both the company and clients adhere to contract terms.
• Understand sales and revenue targets and work diligently to meet them.
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
• Meet professional obligations through efficient work habits such as meeting deadlines, honoring schedules, coordinating resources in an effective and timely manner and demonstrate respect for others.

(These responsibilities are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required)

Requirements

Education/Licensure/Certification:

• BSc/BA in Business Administration, Marketing or a related field

Experience:

• Proven experience as a Client Relations Manager or Relationship Manager
• Proven track record of meeting and exceeding targets
• Background in account management and/or customer service; industry knowledge is a plus
• Experience tracking relevant KPIs (e.g. customer satisfaction)

Knowledge, skills and abilities:

• Proficient in MS Office, G-Suite, with working knowledge of CRM platforms (e.g. Salesforce).
• Skilled in putting together professional presentations with clear data stories.
• A customer-oriented attitude.
• Excellent communication and negotiation skills.
• Obsessed with ensuring an exceptional customer experience- for both internal and external customers.
• Stands up for decisions, takes responsibility for results, and shares both good and bad outcomes transparently.
• Demonstrates a relentless focus on results with a commitment to deliver;
• Takes decisive action, and confidently changes course if unsuccessful.
• Displays a growth mindset to continually improve; encourages everyone around them to to be tenacious and never settle.
• Constantly seeks feedback to improve; Focussed on solving issues through team work, and collaboration
• Acts with urgency; delivers top results in hours and days instead of weeks and months.
• Relentless in their pursuit of success and possesses the willpower to embrace challenges as opportunities.

Raise The Bar

• We raise the bar through innovation, intellectual curiosity, and grit. We are not satisfied with yesterday and our hearts thirst to be better tomorrow.

Win As A Team

• We manifest wins by putting the team first. We have collaboration and teamwork in our hearts and believe winning together is the most fun.

Care Above All Else

• We care above all else. We have servant hearts for our consumers, customers, and colleagues.

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS:

• Location: Remote/ Tulsa
• Frequency of travel: Occasional travel may be required for meetings, training and/or conferences.
• Light physical activities and efforts required in working within an office environment.

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with disabilities.)

ConsumerAffairs does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Stock Option Plan