Client Success Manager
3 weeks ago
ROLE: Client Success Manager
LOCATION: Fleet, Hampshire
BASED: Hybrid
HOURS: Mon - Fri 9.00am - 5.30pm
SALARY Excellent basic
My client has an opportunity for an experienced, motivated, and enthusiastic, Client Success Manager. This is an exciting opportunity to help with the continuing expansion of the company.
Key Responsibilities / objectives
Own overall relationship with assigned clients throughout the account duration, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and driving high levels of performance and customer satisfaction.
Take a consultative approach in helping key and prospect clients overcome issues and achieve goals to drive high account performance.
Identify opportunities for upselling additional products and services, indirectly driving sales revenues and maximising account value.
Understand the data landscape and how clients use this to manage their operations, providing BI reports to monitor account usage and performance.
Review and test client journeys, ensuring integrations and workflows are setup and working correctly.
Obtain and translate client feedback into actionable insights, driving positive change across the site and our product development.
Analysing trends and develop case studies to support recommended improvements.
Communicate and promote new product updates and features to clients, demonstrating how requests have been listened to and directly addressed
Develop and maintain client success roadmap and playbook to help drive client value and goal achievement
Work with Marketing and Design to ensure client branding and profiles are complete and accurate. Identify and resolve common issues which might prevent jobs being included in incoming and outgoing feeds.
Analyse job content, formatting, and performance, providing expert advice on how to improve exposure and delivery, as well as developing synonyms dictionary to cover popular job titles.
Check job visibility, navigation, and load speeds across web and mobile, working with Tech to improve these where required.
Delegate routine tasks and admin activities to customer service team, ensuring these are completed on time and to client expectations.
Review SharePoint site, resources, and other training materials used to support clients, ensuring these are well-maintained and accurate.
**Requirements**:
Relevant experience in a similar client success / account manager / service delivery function.
Motivated and target driven to support account growth and value
Knowledge or experience within the recruitment industry and ATS systems Stakeholder management experience to help deliver client-led improvements
Data-led, analytical and process-oriented mindset to drive high levels of client performance
Adaptable and flexible approach
Excellent communication skills (verbal & written)
**Benefits**:
Competitive basic salary with fantastic additional incentives
25 days?annual leave, plus additional?days for?length of service and your birthday
Regular team and company social events, including annual?Christmas and Summer?parties
Life Insurance and Company?Pension
Employee Assistance Programme?(Mental?Health?& Well-being support)
Be part of a great company culture and friendly work environment
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