Client Success Manager

Job Overview

JOB DETAILS

REQUIREMENTS

• Experience: 4+ years of experience in customer success, account management, or a related field. Multifamily experience is preferred but not required.
• Communication Skills: Excellent verbal and written communication skills, with the ability to build strong relationships with clients.
• Problem-Solving: Strong problem-solving skills and the ability to think critically and strategically about client needs.
• Customer-Focused: A passion for helping clients succeed and a commitment to delivering exceptional service.
• Organizational Skills: Ability to manage multiple clients and priorities simultaneously while maintaining a high level of detail.
• Tech-Enabled: Experienced in leveraging customer relationship management (CRM) software, preferably Salesforce, in tandem with other relevant tools such as engagement platforms (i.e.: Gong) & productivity software such as the Google G Suite.
• Agility: Proven ability to pivot and take on new challenges or initiatives when they present themselves. Previous experience in fast paced startup environments is preferred but not required.

RESPONSIBILITIES

•  Regularly check in with communities to gauge their sentiment towards our services and ensure their needs are being met.
• Work within the guidelines that have been put in place to ensure you’re properly scoring customers on their health to proactively address potential issues as well as identify growth opportunities.
• Identify and mitigate recurring issues experienced by clients. To do this, you will have direct access to all communication channels needed to ensure problem areas are identified and triaged to the proper parties for resolution. Equally important is ensuring the customer is updated along the journey so that they can know that the matter is being handled by the proper channels.
•  Identify and nurture client champions who can advocate for Fetch Package within their communities and support upsell or cross-sale opportunities.
•  Gather feedback from clients to continually improve our services and address any emerging concerns.
• The person in this role will be given authority to make decisions on actions that we can take to help retain the maximum number of clients using our services. This person should take a consultative approach on how we partner with our customers to ensure we’re properly addressing their concerns and finding solutions that will ultimately lead them to staying as a partner.
• Work closely with sales, support, and operations teams to ensure a seamless client experience and effective issue resolution.
• Provide regular reports on client health, satisfaction levels, and any identified opportunities for growth or improvement.

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