Hybrid Client Success Manager

at Blackline Safety

• Job title: Client Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Colchester, United Kingdom

About the role

• Client Success Manager responsible for retention and relationship management with customers at Blackline Safety. Driving growth opportunities and ensuring clients maximize product value.

Responsibilities

• Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
• Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
• Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
• Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
• Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
• Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
• Develop customer account plans in partnership with other Blackline teams and distribution partners
• Work as an ambassador to help clients realize the full benefit of available Blackline products and services
• Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
• Actively look for ways to improve process efficiencies and effectiveness
• Other duties as assigned

Requirements

• Fluency in French and English, with additional European languages a plus
• Proven experience managing customer relationships
• Minimum 3 years of B2B sales, or account management
• Excellent customer service skills, a desire to understand each customer’s needs, and help find the right solution for them.
• Clear communication, both written and verbal with strong interpersonal skills
• Post-secondary degree in business or marketing is an asset
• Proficient with MS Excel and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application
• Functional in using MS Office and other corporate administration tools
• Ability to travel up to 25%