Client Success Manager

Role Overview

• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.
• Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth.
• Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services.
• Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Work closely with technical teams to ensure that services are meeting or exceeding client expectations, and that service-level agreements (SLAs) are consistently met.
• Identify opportunities for upselling and cross-selling additional services to existing clients, while also managing contract renewals.
• Gather and analyze client feedback to drive continuous improvement in service quality.
• Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.
• Develop and maintain operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.

Requirements

• Proven experience in customer success, account management, or similar role.
• Preferably in the IT industry.
• Strong technical acumen and the ability to understand complete IT solutions.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• A proactive and client-centric mindset.
• Strong project management skills.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.