Client Success Manager

Job Summary:
The Client Success Manager plays a pivotal role in designing, nurturing, and managing client relationships to drive long-term satisfaction, retention, and loyalty. Responsible for overseeing all facets of transition, service delivery, managing client relationships, understanding their needs and challenges, and ensuring that services surpass customer expectations of the Finance & Accounting Teams not limited to: Procure to Pay, Order to Cash, Record to Report, and Finance Admin.

This role shall collaborate closely with internal teams to synchronize service delivery efforts, tackle issues promptly, and champion ongoing improvement initiatives. Should serve as the primary point of contact for a portfolio of global clients, ensuring exceptional service delivery.

He/ She should have a strong focus on delivering results and driving client success, with a record of accomplishment of achieving and exceeding client satisfaction and retention goals. Can thrive in a fast-paced, dynamic environment, adapting quickly to changing priorities and client needs to ensure ongoing success.

Detailed Duties & Responsibilities:
Client Relationship Management:

• Act as the primary liaison for dedicated clients, comprehensively understanding their needs, objectives, and expectations.
• Cultivate and maintain robust relationships with clients, instilling confidence in the services provided.
• Conduct regular meetings with clients to evaluate service performance, discuss forthcoming changes, and address any concerns or issues.
• Continuously monitor client satisfaction levels, gather feedback, and conduct satisfaction assessments to identify areas for improvement and ensure ongoing client happiness.

Service Delivery Set-Up and Oversight:

• Evaluate the specific needs and requirements of new clients. Develop tailored onboarding processes to seamlessly integrate them into existing systems and workflows.
• Monitor service delivery performance in accordance with the agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Identify opportunities for enhancement in service delivery processes, efficiency, and quality.
• Collaborate with internal teams to develop and implement action plans to address service delivery issues and drive continuous improvement.

Team Leadership and Coordination:

• Lead a team dedicated to client success, offering guidance, support, and direction to ensure the effective delivery of services.
• Foster a culture of collaboration, accountability, and excellence within the client success team.
• Coordinate closely with other internal departments, such as operations, sales, and technical support, to ensure seamless service delivery and prompt resolution of client concerns.

Issue Resolution and Escalation Management:

• Act as a point of escalation for unresolved client issues, working closely with internal teams to address and resolve them in a timely manner.
• Investigate root causes of service delivery issues and implement corrective actions to prevent recurrence.
• Communicate effectively with clients during issue resolution processes, providing regular updates and maintaining transparency.

Performance Reporting and Analysis:

• Generate regular reports on service delivery performance, including SLA compliance, customer satisfaction, and operational metrics.
• Analyze performance data to identify trends, patterns, and areas for improvement.
• Provide insights and recommendations to senior management for enhancing service delivery effectiveness and efficiency.
• Stay informed about industry trends, competitive landscape, and emerging technologies that may impact clients, providing insights and recommendations to help them stay ahead of the curve.

Qualifications:

• Bachelors degree in Business Administration, Marketing, Communications, Finance or related field.
• Proven experience in operations management, particularly in customer service or related fields and in building and managing high-level customer relationships
• With software / technology industry and/ or client success, account management or equivalent work experience is preferred.
• With strong business acumen and a deep comprehension of the requirements for expanding business units.
• Strong ability to liaise and build interpersonal relationships in all corporate functions
• Professional self-starter, high level of motivation, customer empathy and ethics
• Organizational skills and computer competency that will facilitate customer and business tracking, reporting and analysis.
• Has the ability to collect and analyze data, draw conclusions, and make actionable recommendations
• Excellent communication (verbal & written) & presentation skills.
• Ability to work under pressure, meet tight deadlines, and collaborate within a team.
• Capable of building & retaining a strong team