Client Success Manager
World Trade Dublin & WebPort Global
Client Success Manager
A client success manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. A key area is provide account support to customers with the goal to keep customers satisfied with the business's products.
In a growing business a customer a client success Manager may have many duties and responsibilities maintaining role flexibility is key. There are several primary responsibilities:
Establish Customer Support Practices
Responsibility for creating policies and procedures that optimize the customer experience. The requirement to gather feedback from their customers, study other customer success programs and analyse customer data to identify the best practices. The Customer Success Manager must establish policies the entire staff can adhere to so all customers receive the same quality of service.
Provide Technical and Product Support
Customer Success Managers must know the company's products inside and out and work with the Director of Global Trade & management team to understand all service changes. You will be required to provide technical support to customers or to provide training on the business products. The client success programme will help customers plan and understand the best ways to utilize the companies services/products based on the customer's business needs or business plans. The client success manager will educate client success staff on all changes to the service offering so that customers are encouraged to continue using their services.
Customer Success Managers will lead and inspire the team in the areas of client account management and client success, client acquisition, client retention.
• Client success project management
o Work with management to develop WPG client success strategy.
o Coordinate with Director of Business Development on business strategy and implementation
o Coordinate the implementation of pilot programs with partners that resell WPG products
o Build and strengthen client and partner relationships
o Responsibility for Client onboarding/training/subscription renewals
o Represent company brands at internal and external meetings
• Client communication Projects
o Coordinate and manage marketing material production with vendor partners
o Coordinate and package WPG's external marketing package premium service
o Organize, schedule and attend team marketing and client marketing meetings
o Attend some industry events representing WTCD and WPG
• Client success management
o Identify and offer solutions to improve customer experience & retention
o Coordinate client service operations related to communications, marketing & social media
o Maintain daily account updates in CRM with customer support team
o Facilitate client reporting packages with customer support team
o Communicate with client accounts by sending touch points and leads
• Knowledge of company and its products
• Excellent time management skills and ability to multi-task and prioritize work
• Attention to detail and problem solving skills
• Excellent written and verbal communication skills
• Strong organizational and planning skills
• Proficiency in computer skills including Microsoft Office, various browsers, and Social Media tools.
• Self-motivated and driven to continuously improve
• Some International &domestic travel required
• You may be required to work /attend events at Weekends or Evenings on occasion.