Senior Customer Success Manager managing Enterprise and SMB clients at Relo Metrics. Focused on client retention and revenue growth in the sports sponsorship data solutions sector.
About the role
- Client Success Manager overseeing a portfolio of restaurant clients, ensuring satisfaction and retention for Rewards Network. Managing account health and communication to improve service value and NPS scores.
Responsibilities
- Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
- Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
- Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
- Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
- Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
- Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
- Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
- Share customer feedback and insights with the internal teams to shape future offerings.
Requirements
- At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
- Must have previous experience responding to a high volume of calls and emails related to client service.
- Must have a passion for client service.
- Experience using a CRM system such as Salesforce
- Proficiency with MS Excel, Word, PowerPoint, and Outlook.
- Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
- Strong written and verbal communication skills.
- Strong analytical and problem-solving skills and abilities.
- Attention to detail and excellent organization skills along with self-motivation.
- Ability to work independently and respond with flexibility.
- Willingness to learn new skills and software applications.
Benefits
- Comprehensive benefits package, which includes:
- Competitive Paid Time Off and company holidays
- Generous dining reimbursement when you dine with our restaurant clients
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
- Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations
- Catered lunches provided on Tuesday's in our Chicago office
Job title
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Degree requirement
No Education Requirement
Location requirements
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