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The Client Success Manager plays a pivotal role in managing client success initiatives and ensuring a seamless client experience. This position provides comprehensive project management and operational support, facilitating the transition from sales to program delivery. The role involves strong organizational skills, project management experience, and direct client communication to ensure successful program execution. This position reports to the Vice President of Operations. Monday - Friday, 8am-5pm, San Diego Preferred.

Key Responsibility Areas:

1. Project Management and Program Delivery

Serve as the primary point of contact for program delivery, managing the handoff from sales to execution.
Oversee the project management of private and public programs, ensuring all elements are completed on time.
Work with various internal teams to coordinate and complete deliverables for clients.
Communicate regularly with clients on milestones and progress, addressing any issues promptly.

2. Client Support, Administration, and Growth

Generate quotes and invoices in the internal processing system, uploading and distributing to clients through QuickBooks.
Serve as a primary point of contact for web customer service tickets and phone calls, promptly addressing inquiries, providing product information, and resolving issues.
Coordinate logistics with third-party vendors, including monitoring shipments and system data entry.
Collaborate with internal teams to gather and communicate client feedback, ensuring client needs and concerns are addressed effectively.
Provide administrative support by managing client databases, organizing client documentation, and maintaining accurate records.

3. Client Relationship Management

Assist in building and nurturing strong client relationships by maintaining regular communication and addressing client needs.
Collaborate with the Client Success team to develop and execute strategies to enhance client satisfaction and retention.
Help maintain client accounts, identify potential issues, and proactively address client concerns.

4. Operational Efficiency and Process Improvement

Assist in streamlining internal processes and workflows to improve operational efficiency.
Collaborate with cross-functional teams to identify areas for process enhancement and implement solutions.
Contribute to the development and maintenance of standard operating procedures and best practices.
Assist in data analysis and reporting to evaluate client performance and identify opportunities for improvement.

Knowledge, Skills, Abilities:

3-5 years of experience in a client-facing or customer support role, with a focus on project or program management.
Strong interpersonal and communication skills, both written and verbal.
Excellent organizational and time-management skills with the ability to multitask and prioritize effectively.
Attention to detail and accuracy in managing client information and documentation.
Proficiency in Microsoft Office Suite and CRM software.
Ability to work collaboratively in a team environment and build relationships with internal and external stakeholders.
Strong problem-solving skills and the ability to adapt to changing client needs.
Resourceful critical thinker that takes initiative.
Positive attitude, enthusiasm, and a passion for delivering exceptional client service.

Benefits:

Equal Opportunity Employer: Our company is an equal opportunity employer, and we welcome applicants from all backgrounds. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

TalentSmartEQ jobs

Client Success Manager