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Job Description
Client Success Manager
Department: Client Success
Employment Type: Full Time
Location: Louisiana
Reporting To: Director of Client Success
Compensation: $60,000 - $70,000 / year
Description
The Client Success Manager will serve as a key business partner between In-Telecom and its Clients. The CSM will oversee Client relationships and will focus on delivering the “In-Telecom Experience”, ensuring high adoption of In-Telecom products and services and maximize Client retention. This position requires strong organizational skills, attention to details, high business acumen, and excellent communication abilities.
Key Responsibilities
Client Retention:
- Builds relationships with clients and establishes a sense of trust. Responsible for client retention and goodwill.
- Create value for ITC products and services.
- Monitor and manage Client retention through new agreements and renewals.
Client Management
- Serve as the point of contact for Clients on behalf of ITC to promptly identify and address areas of opportunity.
- Create tailored solutions based on needs of the Client.
- Be a critical business partner for the Client, holding ITC accountable to a phenomenal experience.
- Provide Clients with reporting and quarterly reviews that highlight ITC services and facilitate projecting the Client’s future needs.
Client Growth
- Identify growth opportunities for ITC within the existing Client base.
- Sell additional opportunities for projects and services, offering the Client the entire ITC Suite.
- Ensure Client portfolio growth to meet ITC vision for short term and long-term goals.
Revenue Accountability
- Own revenue goals for the assigned client base and meet or exceed retention and growth targets.
- Track and manage forecast revenue from renewals and expansions across the assigned accounts
Client Advocacy & Collaboration
- Advocate for both client and team needs; translate feedback into actionable insights.
- Provide feedback to the Market Manager on market trends, competitor activity, and service gaps.
- Influence product adoption, client satisfaction, and reference ability across accounts.
Skills, Knowledge & Expertise
- 3-5 years of experience in account management
- Growth mindset, with a passion for Client Success
- Extremely well organized, detailed-oriented, results driven, and highly self-motivated
- Strong analytical, decision-making, and problem-solving abilities
- Ability to balance multiple priorities and provide solutions
- Great organization and time management skills
- Proficiency with Salesforce, ConnectWise Manage, and ticketing systems.
- Previous sales experience.
Job Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Paid time off
- 401K