What are the responsibilities and job description for the Client Success Manager position at PWCampbell?
We are seeking to add a Client Success Manager to our growing and talented Design-Build Company. This position requires the individual to be a strong communicator and client focused.
Objectives of this Role
The Client Success Manager (CSM) is a proactive, outbound, relationship building position for PWCampbell clients. The position is highly client-facing and relational. This role must be consultative and is not sales driven. The goal is to engage, drive interaction, and support the client in the best way possible. This position will coordinate all client requests with the appropriate teams and keep all requests organized in a CRM system.
The CSM will be the main point of contact for our customer. They will direct communication to the appropriate team member and make sure it’s followed up in a timely manner. Over time, the CSM will learn to handle smaller tasks like training refreshers, content development, scheduling, etc.
Responsibilities
Objectives of this Role
The Client Success Manager (CSM) is a proactive, outbound, relationship building position for PWCampbell clients. The position is highly client-facing and relational. This role must be consultative and is not sales driven. The goal is to engage, drive interaction, and support the client in the best way possible. This position will coordinate all client requests with the appropriate teams and keep all requests organized in a CRM system.
The CSM will be the main point of contact for our customer. They will direct communication to the appropriate team member and make sure it’s followed up in a timely manner. Over time, the CSM will learn to handle smaller tasks like training refreshers, content development, scheduling, etc.
Responsibilities
- Regularly check-in with all clients
- Facilitate content strategy discussions
- Promote Content development
- Attend kickoff, onboarding, and training calls
- Field general BrandVisionHD questions from customers and internal teams (Sales/Marketing)
- Provide BrandVisionHD Training/refresher courses
- Graphic design activities such as developing starter content, default slides, demo content, and Hub layouts
- Manage client requests and coordinate until the request is resolved
- Request feedback/testimonials/feature requests/surveys from customers
- Develop training guides and manuals (in coordination with Support and Marketing)
- Maintain a CRM of customer interactions
- Identify at-risk customers and collaborate internally to minimize churn
- Improve customer retention and loyalty
- Analyze customer behavior and suggest improvements to processes/product
- Identify and communicate new features from release notes that are most important to customers.
- Collaborate with development team to be the voice of the customer
- May perform other assignments as required
- Previous experience in a customer-facing role
- A desire to make customers happy and improve their experience
- Familiarity with CRM software
- Ability to convey information clearly, both verbally and in writing
- Ability to build rapport and connect with customers
- Strong organizational skills are a must
- Skilled in managing difficult conversations
- Ability to communicate clearly and solve problems with diplomacy
- Exhibit strong judgement and decision-making capabilities
- Understanding of digital signage and CMS platforms preferred