Customer Success Manager at Lottie, connecting care operators with families seeking care services. Driving client retention and onboarding while analyzing market dynamics to enhance customer experience.
About the role
- Customer Success Executive nurturing relationships with care operators in a HealthTech marketplace. Developing client strategies, leading onboarding, and ensuring exceptional customer experiences.
Responsibilities
- Lead and nurture relationships with a growing portfolio of care operators on our marketplace platform.
- Develop and implement strategies for client retention and consistently deliver upsells inline with business targets.
- Lead conversations around contract renewals, pricing negotiations, and package upgrades.
- Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans tailored to each client.
- Support clients via phone and email, acting as their primary point of contact and trusted advisor.
- Analyse and share data on enquiry volume, conversion rates, and occupancy trends that demonstrate ROI and support both your portfolio's growth and clients' business success.
Requirements
- 1-3 years of experience in customer success, account management, customer support, or a similar client-facing role.
- Excellent communication skills with a knack for explaining concepts clearly and building rapport quickly.
- Highly organised and can manage multiple client relationships simultaneously.
- Infectious energy and optimism in every client and company interaction.
- Natural problem-solver who stays calm under pressure and finds creative solutions.
- Proactive and takes initiative - spots opportunities and acts on them without needing to be asked.
Benefits
- A very generous EMI share offering
- 26 days + bank holidays
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