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Client Success Manager

2 months ago

United Kingdom TopSource Worldwide Full time

We’re a professional, dedicated team operating in every major market across the globe, with a knack for helping businesses thrive and expand. We offer our payroll, employer of record (EOR) and accounting services to businesses of all sizes in over 100 countries — and counting


We are looking to share our success with a passionate, committed, and self-driven Client Success Manager looking to be part of an exciting and challenging journey ahead.


This role requires a strategic thinker with excellent communication skills and a deep understanding of client management. The successful candidate will be responsible for maintaining and growing key client’s relationship, ensuring their satisfaction, and driving continuous business growth. You will act as the primary point of contact for key clients, ensuring their needs are met ..


Key Responsibilities:


Client Relationship Management:

  • Develop and maintain strong, long-lasting relationships with key clients.
  • Serve as the primary point of contact for client inquiries and issues.
  • Conduct regular meetings and check-ins to understand client needs and objectives.


Strategic Planning:

  • Develop and implement strategic account plans to meet the client’s needs and achieve business objectives.


Client Satisfaction:

  • Monitor and measure client satisfaction levels.
  • Address client concerns promptly and effectively, ensuring high levels of client satisfaction.
  • Implement strategies to retain clients and reduce churn.


Project Management:

  • Coordinate and manage projects for the client, ensuring timely delivery and quality of work.
  • Manage client expectations and communicate project status regularly.
  • Collaborate with internal teams to ensure seamless project execution.


Reporting and Analysis:

  • Provide regular reports and updates on account status, performance metrics, and key milestones.


Collaboration:

  • Work closely with internal teams to ensure a cohesive approach to client management.
  • Facilitate cross-functional collaboration to deliver comprehensive solutions to clients.
  • Advocate for the client’s needs within the company.


Problem Solving:

  • Address any client issues or concerns with a solution-oriented approach, ensuring minimal disruption to the client’s operations.


Continuous Improvement:

  • Seek feedback from clients to improve services and solutions.
  • Identify areas for process improvement and efficiency gains.
  • Participate in professional development opportunities to stay current with industry best practices.


What we're looking for -


  1. A passion for customer service and continuous improvement of client experience
  2. Self-motivated, independent, and shows initiative Skills
  3. Demonstrable record of working effectively with challenging clients and multi-tasking
  4. Operated in a fast-paced business environment across multiple service lines
  5. Evidence of the ability to understand client requirements, their business and translate these into opportunities service improvement and expansion
  6. Accomplished presentation and communication skills with the ability to engage effectively across all levels of client and internal stakeholders
  7. You are comfortable engaging in commercial discussions, difficult conversations, and service issue resolution
  8. A proven team player who values collaboration and can bring people together to deliver required business outcomes
  9. Strong attention to detail and good analytical skills. You are comfortable and confident in drawing insights and presenting data to internal and external stakeholders