The Client Success Manager reports to the Director of Service and will be responsible for building and maintaining client/vendor relationships,, in order to provide legendary client service. The Client Success Manager works in partnership with the Internal teams to respond to all needs of their specified client base ensuring a timely and efficient response. The goal of the Client Success Manager is to enhance the level of client satisfaction which ultimately results in increase in revenue and opportunities. The role works collaboratively with the client and all internal Iverify resources including Centralized Monitoring, Installation, Services, and Sales. The Client Success Manager is problem solver for the client, and manages daily issues.
? Manages relationships with specific client groups ensuring efficient and effective response, follow up for needs, and resolution of problems.
? Collaborates with internal resources including the “I”, Installation and Technical Support, Onboarding, Technology and Leadership teams to better understand clients’ needs and provide legendary service to all clients.
? Serves as the internal and external point person for client communications.
? Works with National Account Executives to grow the base of business, meets all sales and revenue objectives, sells new and additional services, and follows up on orders.
? Collaborates with internal teams to support client deadlines and sales goals.
? Develops and maintains accurate Standard Operating Procedures for all accounts.
? Comes to work every day with a positive attitude committed to exceeding client expectations for existing and new business accounts while meeting the process requirements of the company.
? Resolves client requests, questions and complaints, frequently requiring analysis of situations to determine best use of resources.
? Accurately assesses information, service or equipment needs of the client in order to reduce excessive inbound signal traffic generated by faulty client systems.
? Assists with evaluating and analyzing activity reports; recommends solutions to reduce the inbound signal traffic to acceptable levels.
? Manages, prepares, and gathers information for reporting services based on client’s contract; provides client with activity reports on a weekly or monthly basis, and other required reports when necessary.
? Collaborates with Customer Service Representative on follow up and coordinating service activity needs for the client including inspections, quotes, upgrades, damages, equipment failures.
? Works with internal team members including the “I”, Technical Support and management, to gather information, research problems, and meet client needs.
? Reaches out to the client regularly to survey the relationship and offer services to produce positive relationships and potential revenue opportunities.
? Works in conjunction with the Protection Team to ensure standard operating procedures are being delivered to client.
? Manages and leads projects for client initiatives as necessary.
? Coordinates and participates in required training and re-training for clients.
? Follows all departmental and company policies, procedures, and standards.
? Performs other duties as assigned based on company needs
? This position requires a minimum Associates degree and 5 years experience in services or account management type roles,
? Customer service oriented with demonstrated experience in establishing, growing, and maintaining effective relationships with clients/Vendors.
? Demonstrated ability to comprehend and communicate about the functionality of technical components and security systems with clients and internal team members.
? Strong time management, organizational, project management and problem solving skills.
? Capable of communicating clearly, articulately, and effectively with co-workers and clients in one-on-one and group situations.
? Excellent verbal and written communication skills, detail orientation, as well as great phone etiquette and interpersonal skills.
? Must have the ability to react calmly and professionally in stressful situations with both internal employees in addition to external clients.
? Ability to work in a team-oriented management environment as well as work independently making own decisions.
? Basic practical understanding of computer functions and proficiency with Microsoft Office applications.
? Must be available after hours, on weekends and holidays to respond to a client incident or other situations.
? Ability to pass required drug and alcohol testing.
? Must possess and maintain a clear and free of incident criminal history.