Customer Success Manager

Simplicity Consulting, a 24 Seven company, is a dynamic organization that connects clients with exceptional consultants. They are seeking a Client Success Manager who will enhance the experiences of clients and consultants, manage multiple projects, and ensure business retention and growth.

Responsibilities:

• Cultivate and expand existing portfolio of business within one or more enterprise technology accounts
• Serve as the primary point of contact for active clients and consultants throughout project lifecycles
• Collaborate with active clients to identify needs and gaps, educate them on utilizing the company’s solutions (such as Studio, near/offshore, deliverable-based/SOW projects, and staff augmentation/VMS)
• Support the business development team by supplying client referrals and contributing project success data to drive increased sales and gross margin revenue
• Develop comprehensive statements of work with clear KPIs and SLAs. Lead budget negotiations based on client or Simplicity Consulting rate cards/discounts. Collaborate with the Simplicity Talent Delivery team to match the best consultant
• Deliver excellent customer service throughout active project lifecycles, ensuring sustained and nurtured relationships and achieving an NPS score of 8+
• Manage escalations for both clients and consultants, including lower NPS scores and performance issues
• Oversee the contract renewal process on a quarterly, bi-annual, and annual basis
• Monitor consultant performance, provide support for training and development, and collect and communicate recognition and performance metrics; partner with the Talent team when we are involved in backfill situations
• Ensure data accuracy within the Simplicity CRM tool
• Utilize activity and dashboard reports (CRM) to identify potential opportunities or challenges within existing projects

Requirements:

• An enthusiastic team player, motivated by entrepreneurial environments, with strong emotional and social intelligence for building robust relationships and a broad network of contacts
• Ideally, possess a minimum of 5 years' experience in Account Management within the Marketing, Creative, or Technology sectors
• Proficient in understanding the functioning of corporate sales and marketing organizations and skilled in communicating with seasoned professionals
• Comfortable contributing to business development initiatives
• Effective communication and negotiation skills with clients in marketing and sales
• A genuine passion for client success and confidence in presenting a variety of roles
• Self-motivated and creative problem solver with exceptional follow-through abilities
• Strong critical thinking skills, including the ability to conceptualize problems and devise innovative solutions
• Competency in the Microsoft 365 Suite (Outlook, PowerPoint, Excel, Word)
• Capable of managing and achieving individual weekly/monthly metrics
• Clear and effective communication style adaptable to the dynamics between clients and consultants
• Experience working seamlessly across multiple teams
• Experience or interest in coaching/mentoring