Role Overview
* A Client Success Manager is a vital role in driving client satisfaction and retention.
About the Job: We are seeking a talented Client Success Manager to join our team. The successful candidate will be responsible for project managing campaigns, managing first-level contact with clients, creating campaign status reports, attending meetings, liaising internally, working with the service delivery team, and retaining clients through effective project management and communication.
Responsibilities:
1. Project manage campaigns from set-up to renewal and growth, ensuring timely completion and high-quality results.
2. Manage first-level contact with clients on a daily basis over Zoom and email, providing excellent customer service and addressing any concerns promptly.
3. Create and present campaign status reports both internally and externally, highlighting successes and areas for improvement.
4. Attend and manage weekly calls, monthly insights, quarterly reviews, and project launch meetings, ensuring seamless communication and coordination.
5. Liaise internally with Client Success Administrators, Account Directors, and Co-Founders to ensure alignment and effective collaboration.
6. Work closely with the service delivery team to provide information from and to clients, fostering strong relationships and ensuring accurate feedback.
7. Raise any inaccuracies in work and suggest necessary changes prior to client-facing exposure.
8. Develop a deep understanding of clients' objectives, internal marketing and sales strategies, plans, and how they relate to our work.
9. Consistently deliver 100% client retention through excellent project management, programme optimisation, and proactive communication.
10. Demonstrate and communicate success and areas for improvement to clients daily, weekly, and monthly, showcasing value and commitment.
11. Support commercial conversations and escalate big upsell opportunities to Account Directors and Co-Founders.
Qualifications and Skills:
* Excellent Customer Satisfaction and Retention skills.
* Analytical and problem-solving abilities.
* Strong Relationship Building and Communication skills.
* Highly organised with ability to multitask and prioritise effectively.
* Ability to work in a fast-paced environment and meet deadlines.
* Bachelor's degree in Business, Marketing, or related field is desirable but not necessary.
Benefits:
* Full-time position with standard working hours.
* City Centre location near Bold Street, L1.
* Fun and growing work environment.
* Exposure to great clients and opportunities for career progression.
* Uncapped commission package available.