Client Experience Manager

Salesfire UK; Tees Valley; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

24 holidays + Bank Holidays

Collaborative work environment

Exclusive client discounts

Company Pension Scheme

Personal development opportunities

Fully equipped kitchen

Supportive team environment

Job summary

Salesfire UK is looking for a Client Experience Manager to enhance client satisfaction through strategic relationship management. The role involves maintaining strong client communication, optimizing product usage, and identifying upsell opportunities, crucial for expanding Monthly Recurring Revenue.

Ideal candidates will have a minimum of 3 years in client success or account management within a SaaS environment and possess excellent communication and problem-solving skills. Expect a collaborative workplace that values contributions and personal development.

Qualifications

• 3+ years of experience in client success or account management, preferably in a SaaS company.
• Proven track record of managing and growing client accounts.

Responsibilities

• Manage a portfolio of clients to drive satisfaction and retention.
• Build and maintain strong client relationships through regular meetings.
• Collaborate on effective marketing strategies aligned with client goals.
• Identify upsell opportunities to contribute to Monthly Recurring Revenue.
• Monitor client performance metrics and prepare improvement recommendations.

Skills

Excellent communication and interpersonal skills

Problem-solving abilities

Attention to detail

Ability to analyse data

Customer-focused mindset

Self-motivated

Willingness to travel

Tools

CRM software

Client success tools

Job description

Client Experience Manager

We are seeking a dynamic and motivated Client Experience Manager to join our team. The successful candidate will be responsible for managing a portfolio of clients, driving customer satisfaction through successful strategies and relationships, retention and upsell opportunities. This role involves frequent face-to-face client visits, making excellent communication and interpersonal skills essential.

The part you’ll play

• Client Relationship Management: Build and maintain strong client relationships, serve as the main contact, and conduct regular face-to-face meetings.
• CRO and Email Marketing Strategy: Collaborate with clients to develop and implement effective marketing strategies that align with their business goals.
• Client Retention: Optimise client use of Salesfire’s solutions to expand usage and increase retention rates.
• Upsell Opportunities: Identify and pursue upsell opportunities of Salesfire products, contributing to increased Monthly Recurring Revenue (MRR).
• Performance Monitoring: Track client performance metrics, prepare and present reports, and provide recommendations for improvement.

The skills you’ll need

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to analyse data and provide actionable insights.
• Familiarity with CRM software and client success tools.
• Customer-focused with a passion for delivering exceptional service.
• Self-motivated and able to work independently.
• Willingness to travel frequently for client visits.

Experience

• Minimum of 3 years of experience in a client success, account management, or similar role, preferably within a SaaS company.
• Proven track record of managing and growing client accounts.

The benefits

• 24 holidays + Bank Holidays
• A collaborative work environment where your contributions are recognised and rewarded
• Exclusive discounts from our clients
• Company Pension Scheme
• Opportunities for personal development
• A fully equipped kitchen stocked with fresh fruit and beverages
• A supportive team that values innovation and customer-centric solutions