Client Success Manager

Job Summary
As the Manager - Client Success, you will be responsible for fostering strong client relationships, ensuring client satisfaction, and driving revenue growth through strategic engagement. You will play a pivotal role in retaining clients, identifying new opportunities for collaboration, and delivering a world-class experience that aligns with our company's values.

Key Responsibilities

Client Success Leadership

• Serve as the primary point of contact for assigned clients, ensuring their goals are met through our solutions.
• Lead client onboarding processes to set clear expectations and foster long-term partnerships.

Retention Strategies

• Design and execute strategies to minimize client churn and enhance loyalty.
• Proactively address client concerns and challenges, delivering timely resolutions.

Revenue Growth

• Identify and pursue upselling and cross-selling opportunities that add value to client projects.
• Collaborate with sales and technical teams to create tailored proposals that align with client needs.

Performance Monitoring And Reporting

• Track and analyze key client success metrics, including retention rates and revenue contributions.
• Provide regular reports to senior management on client success outcomes and areas for improvement.

Team Collaboration

• Coordinate with development, sales, and customer support teams to ensure seamless delivery of services.
• Advocate for clients within the organization, driving improvements based on their feedback.

Market Insight And Strategy

• Stay informed about industry trends, competitor offerings, and emerging technologies.
• Use market insights to recommend enhancements to company services and solutions.

Qualifications And Skills

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience in client relationship management, ideally within the web and app development industry.
• Strong understanding of client retention and revenue growth strategies.
• Exceptional communication and negotiation skills.
• Proficiency in CRM software and data analysis tools.
• Ability to manage multiple clients and projects simultaneously.
• Results-driven mindset with a passion for delivering exceptional client experiences.
• Focus on Project Success and Client success.
• Lead the team to achieve both company and client objectives.

The Role

You Will Be Responsible For

• Developing and managing a portfolio of Key Accounts.
• Achieving monthly sales targets by identifying and developing new customers.
• Ensuring high levels of customer satisfaction as well as upsell and cross-sell potential within existing customers to maximize share of wallet.
• Coordinating pre-sales and post-sales follow-up.
• Achieving and exceeding weekly and monthly KPIs.
• Building strong and collaborative relationships with other internal stakeholders.
• Monitoring market trends and providing regular competitor feedback.
• Identifying opportunities for new business development through following up on leads and conducting research on target clients.
• New business generation by meeting potential clients to understand needs and providing relevant solutions.
• Managing the sales process to close new business opportunities.
• Building strong relationships with the existing portfolio of clients.
• Meeting and exceeding weekly and monthly activity and revenue targets.

Ideal Profile

• You have at least 1 year experience within a B2B Sales / Account Executive or B2C Sales role, ideally within the IT Services industry.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You are highly goal-driven and work well in fast-paced environments.
• You pay strong attention to detail and deliver work that is of a high standard.
• You are a strong team player who can manage multiple stakeholders.

What's on Offer

• Work alongside & learn from best in class talent.
• A role that offers a breadth of learning opportunities.
• Fantastic work culture.