Senior Account Manager / Client Success Manager (Internal Role)

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Requirements:

• At least 2-3 years of proven experience as a senior client success, account management, inside sales, or related roles.
• Exceptional English Communication: Your written and verbal communication skills are top-notch, making clarity and professionalism your signature.
• Proven Upselling & Cross-Selling Expertise: You have a track record of identifying client needs and turning them into opportunities, consistently expanding accounts through strategic upsells and thoughtful cross-selling.
• Remote Ready: You’re a pro at remote work, comfortable with the latest tech tools, and can collaborate seamlessly with a distributed team. Self-motivated and adaptable to remote work environments.
• Organized Chaos Tamer: You thrive in fast-paced environments, juggle multiple tasks effortlessly, and stay calm under pressure. Able to work independently and manage your own schedule effectively.
• Tech-Savvy: Proficient in tools like ClickUp, Notion, and Canva, along with Microsoft Office Suite, Google Workspace, video conferencing platforms, and CRMs.
• Solver: Strong problem-solving and conflict-resolution abilities, with a proactive approach to tackling challenges.

Responsibilities:

• Establish and maintain strong, long-lasting client relationships as their trusted advisor post-placement.
• Conduct regular client check-ins tailored to account lifespan and needs.
• Address client concerns and escalate as needed to ensure swift resolution.
• Monitor performance of placed talent and ensure they remain high contributors in their organizations.
• Lead strategies to upskill and retain talent, moving anyone in the “red zone” (at risk of churn) to the “green zone.”
• Ensure 100% attendance of talent on scheduled calls, proactively managing reschedules.
• Proactively manage any signals of dissatisfaction to prevent churn, ensuring 0% client loss due to quality issues.
• Replace churned talent within 1 week to maintain client trust and continuity.
• Act as a liaison between clients and internal teams to address and resolve any issues or concerns.
• Ensure timely and satisfactory issue resolution to maintain client satisfaction.
• Gather ongoing feedback from clients about talent and overall service quality.
• Track and report on key performance indicators such as NPS scores (goal: 9/10), churn risk, and satisfaction levels.
• Drive engagement initiatives to encourage 20+ candidate activities (testimonials, referrals) per quarter.
• Act as a key relationship holder for our placed talent, ensuring they feel supported and connected.
• Maintain accurate records of all client and talent interactions.
• Coordinate internal resources to ensure timely client follow-ups and project milestone completion.
• Support additional tasks that may arise to ensure smooth and high-quality service delivery.