The Client Success Manager at ALM Corp plays a critical role in driving client satisfaction, success, and retention. This position is responsible for managing client relationships, identifying growth opportunities, resolving concerns, and collaborating with cross-functional teams to improve processes and outcomes. You will serve as the main point of contact for key accounts, ensuring client needs are met and exceeded.
Key Responsibilities:
š§ Client Satisfaction & Retention
- Monitor and improve client satisfaction scores with a target of 90%+ promoter bracket.
- Respond promptly to client feedback, concerns, and escalationsāaiming for resolution within 24 hours.
- Proactively implement initiatives to increase client retention and reduce churn.
- Act as the client advocate internally, ensuring their voice is heard and needs are addressed.
š¤ Relationship Management & Growth
- Develop strong, long-lasting relationships with key clients through regular check-ins, strategic reviews, and value-driven communication.
- Identify upsell and cross-sell opportunities aligned with client goals and work with the Sales team to act on them.
- Drive client renewals by demonstrating measurable value and consistent performance.
š Cross-functional Collaboration
- Work closely with internal teams (Sales, Project Management, SEO, Paid Media, Web Development, and Strategy) to align on deliverables and timelines.
- Facilitate internal communication on client feedback, expectations, and areas for improvement.
- Lead quarterly interdepartmental reviews to enhance workflows.
š Data Analysis & Reporting
- Analyze client feedback and performance data to identify trends, gaps, and improvement opportunities.
- Prepare monthly performance reports with actionable insights for both internal use and client presentation.
- Manage Net Promoter Score (NPS) tracking and analysis across accounts.
Key Performance Indicators (KPIs):
ā Client Satisfaction
- Maintain a satisfaction score of 90% or higher; aim for the majority of clients to be in theĀ promoterĀ category.
- Achieve a 95%+ resolution rate for client escalations within 24 hours.
- Show year-over-year improvement in client retention, renewal, and escalation metrics.
ā Process Improvement
- Identify and proposeĀ process improvementsĀ annually with measurable impacts.
- Lead or participate in quarterly collaboration sessions to enhance internal workflows.
ā Revenue Growth
- Increase averageĀ Client Lifetime ValueĀ in the first 12 months.
- Support revenue expansion through client account growth and new opportunity identification.
ā Reporting & Feedback
- Deliver comprehensive monthly client performance reports.
- Conduct quarterly feedback sessions with clients, documenting key insights and action items.