Client Account Manager/Client Success Manager

Rancho Cucamonga, CA

Temp to Hire

ROLES/RESPONSIBILITIES: Account Management of Elite Team Client Base, Ongoing

Strategic Huddles & Follow-ups, Inbound Call Support, Monthly Dashboard Deliverables,

Vendor Coordination for Remote Site Support, Participate in Onboarding for any New Client

Accounts, Inventory Management as needed, Project & Service-Related Follow-ups

Summary

The primary objective of the Client Success Manager is to be a proactive customer service liaison

for the company’s clients. The role is responsible for understanding and improving the customer

experience for our clients.

This role is expected to think outside the box and help develop new and

exciting ways to improve the experience of our clients. This will require effective coordination

and leadership to maintain morale and adherence to Team CORE VALUES.

Essential Duties and Responsibilities

➢ Regularly participate and provide client feedback to Elite Team as well as all other

departments via Microsoft Teams, Emails, CW tickets, and Direct Phone Communication

to move action items forward.

➢ Document all client communication in CW as it is worked and provide client with

updates on Services Tickets and or any Activity being worked to eliminate “dark time”.

➢ Ongoing participation in weekly Client Strategy Meetings and Huddles

➢ Develop an understanding of company client base to help develop and improve the client

experience.

➢ Ongoing communication and planning with Client Base through Huddle Process / Client

Communication Cadence

➢ Maintain & Delivery of Client Success Dashboards on a Monthly Basis

➢ Ability to identify Client risks and develop solution strategies with TA Team and Service

Resources

➢ Document Escalations as they unfold and participate in internal team meetings for

effective execution of resolution.

➢ Ongoing ability to Set & Manage Client Expectations

➢ Participate in the completion of onboarding utilizing a Detailed Project Plan within

SharePoint

➢ Facilitate New Client Introduction Team Meeting and ongoing Onboarding

Documentation.

➢ Must have excellent time management skills and ability to The CSM is responsible for client interaction and account ownership.

Regular communication is required across the CSM’s client base and CSM must be comfortable

communicating with C-Levels as well as IT Managers. The CSM should be consistently looking

for ways to improve the client experience and interactions with Accent. CSM’s are responsible

for looking at services for our clients and finding creative solutions to improve their day-to-day

experience with technology.

CSM’s will work with the Technology Advisor Team to assist in providing recommendations to

improve the customer experience. Client interactions and recommendations will be reviewed

with the TA team to review options to improve. Will be participating in reviewing and suggesting

improvements to procedures that document best practices and planning sessions with TA team.

The CSM is responsible for keeping day to day accountability metrics updated. This would

include CSM playbooks, Client dashboards, and weekly key performance indicators.

The CSM will be responsible for participating in an integrated team of service delivery

professionals. Working within this team approach is critical to the success of this position.

Communication between and across teams is critical to providing the client with a superior

service experience.

Qualifications and Requirements

Education and Soft Skills

• Bachelor’s Degree preferred

• Account management & business process experience required

• 2 years of customer service experience preferred

• Experience working in a fast-paced environment

• High comfort level with face-to-face interaction with senior leadership positions

• Excellent oral and written communication skills

• Strong ability to manage time effectively in a dynamic environment

• Good analytic and problem-solving skills

• Ability to work independently with minimal supervision

• Ability to work successfully with an integrated support team

Performance Requirements

• Ability to learn quickly and adapt to a dynamic environment

• Works effectively with other members of the organization to address client issues

• Participates in daily huddles and weekly team meetings with Client Strategy & Service

Department

• Effectively escalates client issues and follows-up to make sure that the client is satisfied

• Participates in developing procedures and suggesting improvements to existing procedures

• Documents all contact with the systems or clients in the trouble-ticketing application and

updates all information within the client knowledge base as appropriate