Client Success Manager

Business Title: Client Success Manager

Company: Member Solutions

JOB DESCRIPTION

As our Client Success Manager, you will be the linchpin of our client relationships. You will be the trusted partner and liaison for our most significant and strategic accounts, working across departments to identify and deliver solutions that meet their needs. This role is not just about managing accounts but about shaping the success of our clients and the company as a whole. To excel in this role, you must be a strategic thinker, a problem solver, and a team player.

Client Success isn’t just about engaging with large accounts, though. You’ll implement and oversee our entire software ticketing platform within HubSpot, manage our Technical Support Specialist, and reimagine new and growing clients' implementation and training processes, ensuring they can quickly and conveniently start using our products and services. You will also be the key person in handling client escalations, ensuring timely resolution of complex client issues, and will be responsible for regularly reporting on client health, satisfaction, and key performance metrics. Client onboarding, satisfaction, and retention will measure your success in this role.

JOB RESPONSIBILITIES

Account Management

• Serve as the primary point of contact for key clients, building strong relationships and ensuring their ongoing success.

• Act as a liaison between clients and internal teams (e.g., development, product, support) to drive solutions and address client needs. Collaborate with our Product Owners to ensure client feedback is addressed and integrated into product improvements.

Client Support

• Implement and then manage a software ticketing system, handling inbound client requests and complaints and ensuring timely resolution.
• Manage the escalation of complex technical issues and customer concerns. Collaborate with cross-functional teams, including development and QA, to identify root causes and implement solutions promptly.
• Continuously review and refine support processes and workflows to optimize efficiency and effectiveness. Identify opportunities for automation, self-service solutions, and knowledge base enhancements to empower customers and reduce support overhead.

Implementation & On-Going Training

• Oversee the client implementation process, working to streamline and automate it to create efficiency and consistency.
• Proactively introduce clients to our products and services, instilling a sense of continuous development and value creation. To complement your tailored engagements, seek out opportunities to automate these touchpoints through campaigns and in-product engagement.
• Manage one direct report, our Technical Support Specialist, and provide coaching, guidance, and performance feedback to enhance their skills and capabilities.

Performance Metrics

• Define and monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores. Track performance against targets and take corrective actions to ensure goals are met.
• Provide regular updates and reporting to internal stakeholders on client health and key performance metrics.
• Collaborate with senior management to establish budgetary goals and priorities and track expenditures to ensure alignment with financial targets.

Technical Proficiency

• Develop a deep understanding of our software products and their underlying technologies. Stay updated on product updates, enhancements, and troubleshooting techniques to address customer issues effectively.

Process Improvement

• Maintain comprehensive documentation of client success processes, procedures, and best practices. Regularly report on performance, trends, and insights to inform decision-making and drive continuous improvement.
• Identify opportunities for cost optimization and investment in initiatives that enhance customer satisfaction and support long-term business growth.

JOB QUALIFICATIONS

The successful candidate must be able to work under pressure and have an aptitude for logical problem-solving, taking ownership of the situation until resolution.

• Proven experience (5+ years) in an account management or client success role, with at least two years in a managerial capacity and a demonstrated ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, direct reports, and stakeholders at all levels.
• Customer-focused mindset with a passion for delivering exceptional service and exceeding customer expectations.
• Solid understanding of support processes, ticketing systems (HubSpot specifically), service level agreements (SLAs), knowledge base management, and support-related automation tools.
• A technical background that enables an ability to become an expert on our products and services, proficient in troubleshooting client issues and resolving complex problems.
• Analytical mindset with the ability to identify patterns, trends, and opportunities for improvement.

LOMINGER COMPETENCIES

Integrity and Trust

Customer Focus

Drive for Results

Managing and Measuring Work

Interpersonal Savvy

Functional/technical skills