Client Success Manager

PinnacleWorks is looking for a Client Success Manager to foster positive relationships with our clients by receiving and analyzing feedback to make our products & services more enjoyable. A good client relationship manager puts the needs of the client first to ensure that they continue to use our products. In this role, you should be an excellent communicator who’s able to grasp client needs and brainstorm ways to fulfill them.

What will you do?

• Build positive and productive relationships with clients for business growth.
• Schedule regular meetings, discussions & teleconferences to strengthen the client relationships.
• Act as a single point of contact for all Support-related post-sales activities (pre-implementation through steady-state and renewal), managing highly visible, and strategic enterprise accounts, and orchestrating all team's efforts to ensure the highest levels of client satisfaction
• Understand client needs and customize existing campaigns as per the requirements shared by the client.
• Make sure the client expectations are timely met as per the SLAs.
• Closely coordinate with the Product & Technology teams to make sure the campaigns are properly executed as per the client requirements. Also, work on appropriate data segregation & filtration for the campaign’s maximum output.
• To find out what is working best for the client
• Provide client support and handle client communications effectively.
• Address client concerns promptly and professionally. Ensure that client requests are handled timely and accurately.
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of client satisfaction.
• Timely reports on all client updates & client conversations.
• Prepare necessary documentation or visuals for the clients to demonstrate the performance of campaigns to identify areas of improvement.
• Maintain up-to-date knowledge about the products. Help clients achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit clients' ongoing usage.

Skills Required

• Proven work experience in Client Management or Account Management role. 
• Experience in handling B2B/Corporate clients would be preferred.
• Experience in IT or related industries would be an added advantage.
• Experience in delivering client-focused solutions.
• Highly goal-oriented, assertive, and a hands-on problem solver.
• Possess excellent communication & interpersonal skills.
• Demonstrate the ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Aptitude in networking and building relationships.
• Excellent time and project management skills.
• Ability to prioritize and meet critical deadlines.