PinnacleWorks is looking for a Client Success Manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing new programs that will increase the business’ revenue potential and minimize churn rates. In this role, you should be an excellent communicator who is able to grasp client needs and brainstorm ways to fulfill them.
What will you do?
• Maintain a healthy relationship with the client while ensuring higher customer satisfaction and retention
• Establish clear client retention goals
• Evaluate and Analyse Customer Needs, and coordinate with the internal team to deliver a higher satisfaction and retention rate.
• Understand the client’s business model and figure out the areas to upsell.
• Build Trust and Transparency with the client
• Act as a Customer’s Advocate to get things done from the internal team in a correct and timely manner.
• Monitor and Review the campaign performance, prepare regular reports, and present the stats to the clients on a regular basis.
• Encourages Clients to Upgrade and Promotes Customer Loyalty
• Work closely with the product team, to develop a thorough understanding of the product, in order to address all the client queries.
• Support the clients with onboarding and training as and when required.
• To analyse the customer’s feedback and enable customers to discover different aspects and make a favourable decision based on their unique needs.
• To enable customers to renew accounts and avoid misunderstandings.
• To keep the clients updated about new features, changes, and recent arrivals.
• Conduct regular meetings with the clients online and onsite to maintain a healthy relationship as well as communication.
• 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 efforts to ensure the highest levels of client satisfaction
• Address client concerns promptly and professionally. Ensure that client requests are handled timely and accurately.
• Developing a literature and agent flow in a manner that can meet the client’s needs
Skills Required
• Proven 2+ years of work experience in Client Management or Account Management roles, preferably for a SaaS Product.
• 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.
• Good Communication and Presentation Skills.
• Good Command of spoken and written English & Hindi Language is a must