Client Success Manager - #34227

This is a great opportunity for someone who's eager to grow and thrive within the amazing world of SaaS provider.

Company Profile

Our client provides competitive online bidding solutions for Commercial, Industrial and Fine Art auctioneers globally, as well as businesses operating in Insolvency, Recovery and Turnaround; Aerospace; Electronics; Consumer Returns; Mining and Automotive industries

Requirements

Duties and Responsibilities:

Client success managers will be the business representatives with whom our clients have the most one-on-one interaction. They will oversee the initial onboarding of a new client and the daily, routine tasks involved with addressing a portfolio of client’s needs and expectations and maintaining their account activities. The client success manager will frequently serve as a combination of an onboarding specialist, customer service representative, technical specialist, and client trainer. They are the point of contact that provides customer support, smaller product upselling, technical assistance, and general relationship management.

Key CSM responsibilities.

• Manage the entire onboarding process for new clients from beginning to end, from sales handover to configuration to training, ensuring clients rollout the platform as quickly as possible. Ensure clients are informed about product releases and new features.
• Act as the key client contact throughout the onboarding process, providing world-class service to auctioneers and corporate clients around the world.
• Project manage and coordinate internal functions to onboard new clients including Sales, Support and Technology teams.
• Deliver confident training sessions which educate and enable new users, illustrating the benefits of the software, effectively communicating value to clients and instilling confidence and belief in the product.
• Drive innovation by collecting product feedback from clients and sharing with the relevant teams including Sales, Product and Marketing and managing communication of ideas and product requests from the client.
• Foster customer loyalty through ensuring our clients feel like they have a partner who is truly invested in their success.
• Increase profitability and stimulate growth by identifying customer needs and suggesting possible cross-product solutions with AIM or Go Auction. Any larger SAM/GO/AuctionPay upsells or contract re-negotiations will be escalated to Sales.
• Conduct regular account reviews to openly evaluate the success of the account by presenting the data and analysis of the account’s performance, and potential for development of the account to key personnel in the client’s business.

Key Level 2 Support Responsibilities

• Resolve time sensitive and high-pressure support issues using our Hubspot ticketing system.
• Respond to clients in a professional tone with proper grammar and spelling.
• Identify if the support request is a question, training issue, bug, expected behavior, or a feature request/improvement.
• Demonstrate a deep understanding of AIM, SAM, and Go and how they relate to the auction business.
• Analyze and troubleshoot the support request with a minimal amount of back-and-forth with the client to diagnose the root of the problem.
• Work as a team with level 1 & other 2 support team members to resolve tech support requests without needing to escalate or contact developers, if possible.
• Test the scenario reported by the client in our dev environments in an attempt to reproduce the reported issue.
• Provide clear guidance to clients in resolving their issues.
• Track the ticket as it moves through the QA/Development cycle and provide the client with status updates accordingly.
• You will have access to live production environments with sensitive information, so the utmost attention to detail is essential.
  

Key Stakeholders

• Regular communication with operations team to relay what is working or what needs improvement. Suggesting ways we can improve the onboarding/account management process.