Key Responsibilities:

1. Customer Success and Relationship Management:

• Serve as the primary contact for assigned customers, fostering trust and lasting relationships.
• Act as a trusted advisor by understanding customer goals and aligning tailored solutions to meet objectives.
• Ensure clients meet billing requirements through established processes and timely follow-ups to maintain revenue alignment.
• Respond promptly to client inquiries, coordinating cross-functional support as needed to resolve issues within SLAs and uphold exceptional service standards.

2. Project Management and Efficiency:

• Oversee customer project execution, ensuring milestones and deliverables are met on time.
• Coordinate cross-functional efforts to ensure smooth implementation and alignment with project timelines.
• Address potential roadblocks proactively, maintaining project momentum and efficiency.
• Engage with customers regularly via meetings, check-ins, and communication to ensure alignment, resolve concerns, and maintain transparency.
• Provide project updates and call notes to keep clients informed of progress.
• Ensure CRM, project management software, and tracking tools are consistently updated with project developments and client communications.

3. Retention and Growth:

• Develop and execute retention strategies to deliver value, exceed expectations, and build loyalty.
• Monitor account health, address risks proactively, and implement actions to prevent churn.
• Manage a portfolio of recurring clients, identifying opportunities for growth and expansion.
• Create proposals and service agreements to drive upselling and cross-selling in collaboration with the sales team, achieving revenue goals.

4. Additional Support

• Attend conferences, sales, and networking events as needed.
• Perform other duties as assigned.

Qualifications:

• Proven experience in customer success, account management, or related roles.
• Strong project management skills, with the ability to juggle multiple priorities and deadlines.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Demonstrated ability to drive upsell and retention efforts successfully.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and project management software.
• A proactive, problem-solving approach with a focus on delivering results.

Location: Remote
Employment Type: Full-Time
Salary: TBD based on experience

Ready to help our customers thrive? Apply today and be part of our mission to deliver exceptional customer experiences!