Role Description
Develop and maintain strong, long-lasting client relationships to enhance trust and satisfaction, acting as the primary point of contact for assigned accounts.
Lead onboarding, implementation, and training processes to ensure seamless adoption and use of products and services.
Create and execute customer success strategies aimed at maximizing customer lifetime value, reducing churn, and increasing product adoption and satisfaction.
Establish yourself as a trusted advisor to clients, guiding them in realizing continued value from our offerings and helping them achieve their objectives.
Track, analyze, and report on fulfillment metrics and customer success KPIs to inform continuous improvement efforts.
Foster cross-functional collaboration to ensure that client needs are met across departments, especially with fulfillment teams for timely and accurate deliverables.
Qualifications
Bachelor's degree in business, Marketing, Communications, or a related field.
Familiarity with CRM tools, project management software, and popular content management systems.
Prior experience in managing fulfillment tracking processes and liaising with operations or fulfillment teams.
Required Skills and Qualifications
3+ years' experience in customer success, client relationship management, or a similar role in a fast-paced, multi-functional environment.
Excellent communication skills, with a strategic mindset and the ability to clearly articulate value and convey complex ideas effectively.
Experience in client retention strategies, identifying churn risks, and implementing proactive solutions to enhance client satisfaction.
Proficiency with customer success metrics, data analysis, and reporting tools.
Proven experience in upselling and cross-selling, with a track record of meeting or exceeding revenue targets.
Strong collaboration skills, with the ability to work effectively across multiple departments and manage tight deadlines.