Client Success Relationship Manager

Agility PR Solutions; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading PR technology firm is seeking a Client Success Relationship Manager to maintain high retention rates and establish strong client relationships. The role requires 3-5 years of B2B customer service experience, excellent communication skills, and the ability to manage multiple priorities in a fully remote setting. This position offers a competitive compensation package and various employee benefits for a collaborative work culture.

Benefits

Competitive compensation package

Pension

Employee Assistance Program (EAP)

Career Development & Progression opportunities

Paid Vacation and Sick days

Flex Fridays in Summer

Qualifications

• 3-5 years of B2B customer service experience ideally in SaaS.
• Experience in professional or managed services delivery is preferred.
• Excellent oral and written communication skills.

Responsibilities

• Manage and maintain high retention rates for assigned portfolio of clients.
• Establish and maintain professional working relationships with clients.
• Identify upsell opportunities by analyzing client needs.

Skills

B2B customer service experience

Time-management

Problem-solving

Communication skills

Analytical skills

Education

Post Secondary Diploma or Degree in a relevant field

Tools

MS Office

SaaS platforms

Job description

Agility PR Solutions empowers modern communicators with cutting-edge media outreach, monitoring, and measurement solutions. For over two decades, we have supported organizations across industries and continents in discovering relevant journalists and influencers, building meaningful media relationships, amplifying their stories, tracking media coverage and social conversations, and measuring the impact of their public relations efforts.

Recognized as one of the fastest-growing companies in the PR technology space, Agility has earned high praise from users on G2 for its intuitive platform, rapid implementation, and exceptional customer support. We have also been named a Leader in Media Monitoring Software and a High Performer in PR Analytics on G2 by industry reviewers, further solidifying our reputation for innovation and excellence.

As a remote-first company, our team spans vibrant cities across Canada, the US, the UK, the Philippines, and India. We are committed to fostering a supportive and dynamic work culture, investing in professional development, career growth, and leadership opportunities. With competitive pay and benefits, we ensure our employees have the resources and flexibility they need to thrive.

About the Role

Reporting into the Director, Client Success, the Client Success Relationship Manager actively participates in team meetings and liaises with other departments (such as Engineering and Sales). Successful client success managers have strong leadership and problem-solving skills and excellent time-management, organization, and communication skills.

Your Impact

• To manage and maintain the high retention rate (over 92%) for assigned portfolio of clients. Truly understand clients’ business and their needs and become an extension of their team.
• Establish and maintain professional working relationships with clients and serve as their main point of contact via email or phone.
• Gain in-depth understanding of clients’ needs and offer proactive measures or solutions to establish high client servicing standards.
• Set-up, onboard, and manage multiple clients’ media monitoring and reporting accounts
• Become a power user of the Agility Suite of products to be able to effectively train team members and clients.
• Learn and independently handle all tasks associated with the accounts, including daily monitoring on deadlines, judging relevancy of content, and maintaining accounts for data integrity and quality.
• Identify upsell opportunities, by regular mining of news media content and matching to the clients’ requirements to gain their attention.
• Liaise with team managers in Ottawa to mentor local/overseas analysts, provide effective account training and feedback to ensure success
• Effectively communicate and collaborate with our overseas analyst team to ensure the quality, accuracy, and relevance of all client deliverables.
• Create analysis reports according to clients’ requirements and deadlines, as well as special request reports and ad hoc tasks.
• Take interest in our complete suite of products and services and work collaboratively across functional areas in order to improve our products and services.
• Other duties as required.

What You Bring

• Post Secondary Diploma or Degree in a relevant field (Public Relations or Communications an asset)
• 3-5 years of B2B customer service experience ideally in SaaS preferred.
• Experience in professional or managed services delivery is strongly preferred.
• Comfortable working to tight deadlines and managing multiple competing priorities in an efficient and timely way.
• Comfortable working on multiple software simultaneously and adapts to upgrades and new technology easily.
• “Customer obsessed” and understands customer retention, expansion, and advocacy
• Passionate about solving customer problems and are adept at uncovering client needs both spoken and unspoken.
• Responsive and empathetic in interacting with client, brings excellent service attitude to the.
• Excellent oral and written communication skills, able to interact with clients and overseas coworkers in a clear and concise manner through a variety of channels including email, video conference, screen-sharing, etc.
• Ability to provide a consultative customer service experience to clients via phone and email.
• Strong analytical skills.
• Solid understanding of MS Office, particularly Excel, Word and PowerPoint.
• Previous media monitoring and/or data analysis experience an asset.
• Available for flexible work hours – requires an early morning start (6 AM, oras early as5 AM)

Why You\'ll Love It Here

• Fully remote work environment
• Collaborative culture – and key tools enabling it
• Competitive compensation package
• Pension
• Employee Assistance Program (EAP)
• Career Development & Progression opportunities
• Paid Vacation and Sick days
• Flex Fridays in Summer, Week off between Christmas and New Years'
• No Internal Meetings Fridays

At Agility, we strive every day to build a more inclusive work environment and introduce tools that enable it. We strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.

Even if you find yourself not checking all the boxes of our listed requirements but you are excited about this opportunity, we\'d love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and other potential role matches open now or in the future.

If, at any stage of the application process, you require accommodation owing to disability or a medical need, please let us know at [e-mail] for us to make appropriate arrangements.

Thank you for your time in reviewing this opportunity, and we hope to hear from you should you find this the right fit!