Client Success Manager

18 hours ago

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The Lean Way

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Lean Construction • Lean Thinking • Knowledge Management • Lean • Lean Manufacturing

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Description

• Provide ongoing support to our clients and network with them. • Contribute to building relationships, implementing new programs that will increase business revenue potentials and minimize churn rates. • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. • Establish relationships as a trusted and strategic advisor to help ensure continued value of our services. • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team. • Create process maps and process documents. • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings. • Establish clear retention goals and process milestones for the client and employees to work toward. • Assist client as needed with setting up and navigating programs or any related tools. • Review client complaints and concerns and seek to improve all aspects of the client experience with the company. • Optimize existing processes within the company and actively enhance all Client Success initiatives. • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. • Work with sales and marketing teams to boost customer referrals and develop case studies. • Increase client usage of our products through education, awareness, referrals. • Net promoter score for each client. • Client retention.

Requirements

• Bachelor’s degree or equivalent experience in customer support/success, sales, business development or account management. • 3-5 years of experience in communications, marketing, sales, account management, or client success. • Must have optometry and/or ophthalmology experience in operations.