Client Success Manager

Cedar Global Solutions; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Cedar Holdings International is seeking a proactive Client Success Manager to drive client satisfaction across departments. You will manage client relationships, align objectives with internal teams, and track performance using KPIs, ensuring contractual obligations are met and opportunities for upsell are identified.

You will lead, train, and evaluate the client success team, communicate risks and milestones to upper management, and travel as needed to support key accounts.

Qualifications

• Bachelor's degree in business, marketing, or a related field, or a combination of 3 years of related experience and education.
• Experience in a client-facing role, such as customer service or account management, with a minimum of 2 years.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze and interpret data to drive business decisions and create effective action plans.
• Strong organizational, multitasking, and time management skills.
• Capability to de-escalate client issues and provide solutions.

Responsibilities

• Proactively learn about Cedar's clients and their business to improve performance and satisfaction.
• The Client Success Team will report directly to you. You will work with team members for all aspects of their work, including project progress, performance evaluations, and day-to-day operations.
• Communicate effectively with stakeholders regarding client needs and performance.
• Manage outbound communication channels, including newsletters, updates, and social media.
• Ensure the fulfillment of contract obligations by collaborating with department heads.
• Lead the department in providing high-quality service to clients through training and employee evaluation.
• Regularly report to upper management on the progress, performance, and satisfaction of assigned client accounts. Prepare detailed progress reports, highlighting key client success metrics and milestones, and provide clear and concise communication regarding any challenges or opportunities for improvement. Ensure that upper management is well-informed about the status of client relationships and the effectiveness of client success strategies.
• Build and maintain strong relationships with clients through regular communication and visits.
• Serve as the main point of contact for clients and handle inquiries and requests.
• Work with internal teams to resolve client issues and concerns.
• Identify opportunities for upselling and cross-selling products and services to existing clients.
• Track and report on key metrics related to client satisfaction and success.
• Participate in the development of client success plans and strategies.
• Stay current on industry trends and best practices to suggest improvements to clients.
• Delegate reactive tasks to the client support team with clear Standard Operating Procedures.
• Cross-train the client support team to provide continuity to clients.
• Evaluate employees, serve as an escalation point for clients, and demonstrate exceptional abilities in de-escalation and active listening.
• Travel as required to support clients and the sales team.
• Provide clients with reports on acknowledgment, status, and other metrics.
• Handle direct payments, settlement offers, and disputes with clients.
• Request information from clients and notify them of important events.
• Resolve client complaints and accounting issues.
• Handle legal matters, annual employee evaluations, and regular team evaluations.
• Work closely with the recovery team to ensure client success.
• Send out checkpoint calls, greet clients on special occasions, and handle newsletters and social media.
• Push for API integrations, follow up on placement alerts, and track contract expiration dates.
• Write Standard Operating Procedures to detail business processes and train employees.
• Measure Key Performance Indicators and take action based on analysis and reporting.
• Manage time and prioritize tasks efficiently, both for oneself and for remote and internal employees.
• Efficiently manage resources and work closely with all departments to promote client satisfaction.
• Provide strong leadership and guidance to your team of Client Success Associates, fostering a positive and collaborative work environment.
• Provide regular reports and updates to senior management regarding team performance, client satisfaction, and account progress.

Skills

Communication

Problem-Solving

Time Management

Multitasking

De-escalation

Education

Bachelor's degree in business/marketing

3 years of related experience

Tools

Project Management Software

Word

Outlook

PowerPoint

Job description

We are seeking a dynamic and skilled individual to join our team as a Client Success Manager (CSM) at Cedar Holdings International. The CSM is the driving force behind our commitment to client success, which means consistently exceeding our clients' expectations in relation to our services. The CSM will be responsible for advocating for each client's goals and objectives throughout the organization by effectively communicating with all stakeholders and utilizing key performance indicators and metrics to ensure client satisfaction.

The role requires a combination of proactive and reactive skills, including the ability to proactively improve the client experience, meet deadlines, solve problems, and respond to client requests. The CSM will act as the main point of contact for clients and build and maintain strong relationships with them to help them achieve their goals.

JOB RESPONSIBILITIES

Proactively learn about Cedar's clients and their business to improve performance and satisfaction.

The Client Success Team will report directly to you. You will work with team members for all aspects of their work, including project progress, performance evaluations, and day-to-day operations.

Communicate effectively with stakeholders regarding client needs and performance.

Manage outbound communication channels, including newsletters, updates, and social media.

Ensure the fulfillment of contract obligations by collaborating with department heads.

Lead the department in providing high-quality service to clients through training and employee evaluation.

Regularly report to upper management on the progress, performance, and satisfaction of assigned client accounts. Prepare detailed progress reports, highlighting key client success metrics and milestones, and provide clear and concise communication regarding any challenges or opportunities for improvement. Ensure that upper management is well-informed about the status of client relationships and the effectiveness of client success strategies.

Build and maintain strong relationships with clients through regular communication and visits.

Serve as the main point of contact for clients and handle inquiries and requests.

Work with internal teams to resolve client issues and concerns.

Identify opportunities for upselling and cross-selling products and services to existing clients.

Track and report on key metrics related to client satisfaction and success.

Participate in the development of client success plans and strategies.

Stay current on industry trends and best practices to suggest improvements to clients.

Delegate reactive tasks to the client support team with clear Standard Operating Procedures.

Cross-train the client support team to provide continuity to clients.

Evaluate employees, serve as an escalation point for clients, and demonstrate exceptional abilities in de-escalation and active listening.

Travel as required to support clients and the sales team.

Provide clients with reports on acknowledgment, status, and other metrics.

Handle direct payments, settlement offers, and disputes with clients.

Request information from clients and notify them of important events.

Resolve client complaints and accounting issues.

Handle legal matters, annual employee evaluations, and regular team evaluations.

Work closely with the recovery team to ensure client success.

Send out checkpoint calls, greet clients on special occasions, and handle newsletters and social media.

Push for API integrations, follow up on placement alerts, and track contract expiration dates.

Write Standard Operating Procedures to detail business processes and train employees.

Measure Key Performance Indicators and take action based on analysis and reporting.

Manage time and prioritize tasks efficiently, both for oneself and for remote and internal employees.

Efficiently manage resources and work closely with all departments to promote client satisfaction.

Provide strong leadership and guidance to your team of Client Success Associates, fostering a positive and collaborative work environment.

Provide regular reports and updates to senior management regarding team performance, client satisfaction, and account progress.

REQUIREMENTS

Bachelor's degree in business, marketing, or a related field, or a combination of 3 years of related experience and education.

Proficiency in Project Management Software, Word Processing Software (Word), Electronic Mail Software (Outlook), and presentation software (PowerPoint).

Demonstrated ability to interact and work with diverse personality types and build strong relationships with clients.

Experience in a client-facing role, such as customer service or account management, with a minimum of 2 years.

Excellent communication, interpersonal, and problem-solving skills.

Ability to analyze and interpret data to drive business decisions and create effective action plans.

Strong organizational, multitasking, and time management skills.

Capability to de-escalate client issues and provide solutions.

Knowledge of general business practices, professional journals, and government regulations.

Ability to write reports, business correspondence, and procedures manuals, and present information effectively to clients, managers, and employees.