(F) Client Success Manager

Duties and Responsibilities include but are not limited to:

Create build and maintain strong, long-term, trusting relationships with clients based on trust and respect Ensure the client’s needs are being met.
Ensure the timely and successful delivery of campaign tasks according to the client’s needs and objectives. Operate as the lead point of contact for all matters specific to client campaigns.
Oversee campaigns of assigned clients.
Identify and develop new business opportunities among existing clients
Communicate with clients to understand their needs and explain service value
Answer client queries regarding the campaign
Resolve complaints, and prevent additional issues by improving processes. Observe 24 hours TAT policy in resolving an escalation. If necessary, extend to 48 hours but never go beyond that.
Resolve complex client problems or disputes in a professional manner.
Attend Client Onboarding
Provide smooth and professional offboarding of clients

Qualifications:

At least 3 years of experience working in managerial positions
Comfortable in facilitating client conversations
Exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong relationships
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Experience investigating work matters and making rational recommendations/decisions based on findings
Ability to self-manage daily duties and time in a fast-paced, always-changing environment
Ability to organize and follow up on multiple tasks with accuracy and timeliness
Creative problem-solving and project management skills, with an eye for detail
Service-oriented attitude with the ability to adapt to change and innovation
Ability to work on a US time zone shift
Knowledgeable with online calendars and scheduling (e.g. Google Calendar, Calendly)
Excellent phone, email, and instant messaging communication skills
Tech Savvy
Proactive attitude