Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
Share customer feedback and insights with the internal teams to shape future offerings.

At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
Must have previous experience responding to a high volume of calls and emails related to client service.
Must have a passion for client service.
Experience using a CRM system such as Salesforce
Proficiency with MS Excel, Word, PowerPoint, and Outlook.
Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
Strong written and verbal communication skills.
Strong analytical and problem-solving skills and abilities.
Attention to detail and excellent organization skills along with self-motivation.
Ability to work independently and respond with flexibility.
Willingness to learn new skills and software applications.

Comprehensive benefits package, which includes:
Competitive Paid Time Off and company holidays
Generous dining reimbursement when you dine with our restaurant clients
401(k) plan with a company match
Two medical plan options
Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
Partnership with Rx n Go, offering certain prescriptions for free
Two dental plan options and a vision plan
Flexible Spending Accounts and a pre-tax commuter benefit program
Accident, Critical Illness, and Hospital Indemnity Insurance Plans
Short Term and Long Term disability
Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
Employee Life Assistance Program
Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations
Catered lunches provided on Tuesday's in our Chicago office

Client Success Manager

Key skills