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July 18, 2024  
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Client Success Manager

Position Description

The Client Success Manager (CSM) is a strategic and supportive partner for our customers at every stage of the client process. The CSM will focus on building loyalty to ensure long-term client retention by presenting value add, addressing customer issues, and helping our sales team with upselling and additional placements.



Job Responsibilities – Client Facing Details:



· Process all client onboarding paperwork including:

o Send contract via Docusign

o ACH Draft Authorization Form

o What to Expect – Paperwork and Client meeting.

o Collect Client IT tech requests, tools, training, software, and licenses. Order all necessary items.

o Collect Associate start date details and first-day expectations.

o Forward all references, background information, personality reports, and test results to the Client.

o Schedule a Welcome Call with the Client and Associates on the first day of work.

· Establish clear Client retention goals.

· Assist Clients with setting up and navigating programs and software installations.

· Assist Clients with necessary training courses and educational materials for their Associate.

· Follow up with Clients for check-ins. Weekly, 30 days, 60 days, 90 days.

· Meet with Clients, when necessary and provide flexibility when scheduling meetings to accommodate for all Client time zones.

· Promote the value of our products and services. Introduce the Playbook in Partner Accountability Plan touchpoint meetings.

· Promote Associate milestones and achievements to clients.

· Promote additional value through ongoing customer service experience.

· Review and resolve Client complaints and concerns ongoing.

· Build a trusting relationship with Clients.

· Process all Client off-boarding paperwork when necessary.

o Send Termination of Contract letter detailing end date, Associate last day of work, and payment responsibilities per the contract.

o Submit necessary paperwork to off-board Associate. Collect Associate details from the Client if cancellation was due to unsatisfactory performance.



Job Responsibilities – Operational:



· Collaborate daily with the Associate Success Manager to review Playbook updates, Associate issues, tech needs, training needs, absences, and overtime review. Solve accordingly.

· Review monthly Client billing prorations, tech fees, and monthly payments with the Billing Admin.

· Assist with payment verification as it relates to Quick Books, Go Cardless and Bank Account. Address any NSF issues with clients.

· Verify overtime reporting and attendance reporting as it relates to monthly billing. Notify the Client of any overages before the billing cycle. Monitor ongoing overtime reporting and absences.

· Continue to monitor daily operational procedures and processes and make necessary updates and changes to ensure customer satisfaction.

· Continue to monitor recruiting service procedures, billing, and contract agreements to ensure company protection.

· Assist all new team members with email creation, sharing of necessary documents, promoting positive team culture, and warm welcome.

· Process necessary payroll and invoicing when necessary.



Requirements and Skills:



· Proven work experience in a customer service facing role.

· Experience working with brand image and promoting value through customer experience.

· Exceptional ability to foster positive business relationships and ability to communicate.

· Technical skills required as it relates to providing services.

· Update Client notes tracker details ongoing.

· Personal organization and accountability are essential.

· Experience in managing a diverse group and training according to company standards when necessary.

· High level of mathematical understanding and math reasoning.



Nice to have:



· Recruitment background

· Social Media experience.



Additional Information

Salary: 75000
Employment Type: Full-Time    
Position Location: Atlanta , GA
Number of Positions: 1


Contact Information

Rob Bramwell
rob@nexuspt.io
Phone: 4702006470

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