Client Success Manager
New
Source API remote eligibility restrictions: Colombia, Available during standard US business hours (9am-5pm EST or 8:30am-4:30pm EST)ContractManager
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisProblem SolvingAccount Management
Requirements
- Bachelor's degree in business, marketing, or a related field (or equivalent practical experience)
- Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, Call Center Management or Client Relationship Manager
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
- Strong problem-solving skills and a proactive approach to finding solutions
- Ability to analyze data and derive actionable insights to drive customer success
- Demonstrated ability to manage multiple customer accounts and prioritize tasks effectively
- Strong business acumen and understanding of how to drive customer value and ROI
- A positive attitude, adaptability, and a willingness to learn and grow
Responsibilities
- Initiate and conduct NPS surveys on a regular basis to collect feedback from customers.
- After collecting NPS responses, analyze the data to understand the overall customer sentiment and identify trends or patterns in the feedback.
- Follow up with customers who provide low NPS scores (detractors) to understand the reasons behind their responses.
- Reach out to customers who provide high NPS scores (promoters) to thank them for their positive feedback and potentially leverage their positive experiences as testimonials or case studies.
- Based on client feedback, collaborate with cross-functional teams (e.g., product, account management, development) to develop action plans and make improvements to enhance the customer experience and address any pain points.
- Track the impact of the implemented improvements on customer satisfaction over time.
- Continuously monitor the NPS scores and other customer feedback metrics to ensure ongoing customer success.
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