Client Success Manager

Purpose of Position: To provide customer service to recurring customers, correct service failures, assure outstanding customer satisfaction, relations, and communications.

Duties & Responsibilities:
• Handle (or return-call) all customer complaints, timely arrange re-cleans, and follow ups.
• Track customer complaints and feedback.
• Onboard new recurring customers
• Complete regular follow-up with recurring customers to ensure all is well
• Involve the Operations Manager when a customer cannot be satisfied or severe issues
• Coach the offending Cleaning Technician
• Complete follow-ups with recurring customers to quality assurance.
• Make recommendations to management regarding trends, changes
• Document complaints, issue complaint forms to Cleaning Techs
• Monitor customer retention.
• Follow up with “lost” customers to see if they want to return to our company for services.
• Complete automation for recurring customer follow-up to inform about any specials.
• Track the loyalty program.
• Enroll new customers into the loyalty program
• Make recommendations to the Office Manager for Cleaning Tech discipline or termination

Results Expected:
• Convert prospects to sales at 50% or higher
• Book every converted lead timely
• Correct service failures, convert to raving-fan status
• High customer satisfaction through communication
• Quality service, customer satisfaction (low cancels, good online reviews)
• Improve Cleaning Tech quality & skill
• Understand and monitor sales trends

Authority:
• 100% discretion on re-cleans, discounts up to $100, no refunds on services rendered
• 100% Cleaning Tech reprimand, correction
• 100% discretion over turning down problematic jobs/customers