Client Success Manager

Client Success Manager Akron, OH Job Details 3 days ago Qualifications Record keeping Managing customer accounts Phone communication 5 years Writing skills Filing Process improvement Client relationship development Improving operational efficiency Databases Administrative experience Team development Invoice payment processing Key Performance Indicators Analysis skills Supervising experience Team management Client services Geometry Data interpretation Algebra Productivity software Data collection Senior level Account management Grammar Experience Bachelor of Arts Call center management Marketing Conducting sales calls Cross-functional communication Overseeing training Staff development Client interaction via phone calls

Full Job Description Job Title:

Client Success Manager Department:

Marketing Reports To:

Vice President /

Director Client Services FLSA Status:

Exempt/ Salaried Position Summary:

Client Success Manager is responsible for the overall direction, results, client communication, and profitability of the client accounts that they run. The Senior Client Success Manager and Client Success Manager serves as the main point of contact between InfoCision and their clients and will develop and manage an Account Representative (s) to also meet client and InfoCision key performance indicators. They are responsible for coordinating all communications between the client and InfoCision to the executive team, division, operations and IT staffs, among others. This position, as with any position within our organization, may be called upon to perform phone time as needed to support business needs.

Duties and Responsibilities:

This list is not comprehensive but meant to represent the most common or important duties of the position. Other duties are required and/or assigned. Communicates with clients to gather information to qualify needs, interests, and sales potential. Communication with client is productive and timely. Sells the client the benefits of telemarketing and begins a personal relationship. Calls are productive and timely. Drives engagement of our AI tools across departments. Provides information and answers questions about InfoCision's services, pricing, policies, and procedures that impact business transactions. Information given is accurate, thorough, and timely. Serves as main point of contact between InfoCision and clients and forges strong partnerships. Partnerships are strong and mutually beneficial. Develops and manages Account Representatives. Oversees multiple projects at one time. Projects are completed in a timely manner and

SCSM/CSM

is able to multitask and prioritize. Provides verbal and written quotes, including follow-up calls on all quotes. Quotes are accurate and timely. Evaluates changes in the clients' needs and interests for purposes of defining and adjusting call strategies, and specific call objectives. Analysis is efficient, accurate, and timely. Analyzes and compares achieved results versus goals. Projections are accurate. Analyzes the database to project program potential, i.e., number of calls, type of script, and use of value-added services. Analysis is efficient and accurate. Gathers, records, and maintains account information, data, call notes, follow-up calling, and calling schedules. Information is helpful, accurate, and timely. Oversees testing strategies to determine effectiveness of the scripts and expected program goals. Output is correct in every step in process. Communicates clearly and directly with the workspace staff regarding program expectations, productivity, and accountability. Communication is ongoing, clear, concise, and complete. Suggests and makes recommendations to improve operations, processes, efficiency, and service to business customers. Methods and processes are effective and timely Knows the status of the program - revenue, conversion rate, sales per hour, completed calls per hour, service level, and abandon rate. Recollects information quickly and accurately May assist in training Communicators on new and existing campaigns. Trainings are effective and information is accurate. Monitors programs or campaigns from the beginning to the termination of the campaign. Assessment yields beneficial marketing information. Offers constructive, analytical and objective advice on programming based on past experience and analysis of the data. Advice is frequent and worthy, accurate and substantiated with data. Communicates the needs of clients to other departments that will be working in the campaign implementation. Communication is ongoing, clear, concise and effective. Uses InfoCision's processes to manage accounts, track program results, define computer report formats, content needed to analyze results, do planning tasks, and billing. Information is accurate, timely, and productive. Approves the invoicing and payment of commissions that the Accounting Department produces. Invoices, codes, and payments are processed in an accurate, timely, and complete manner. Ensures that the department spreadsheets, both daily and monthly, are consistent with the client memo reports generated by the IT department. Files and invoices are orderly, complete and accurate. Follows up on billing statements and other discrepancies regarding invoices to client, and serves as liaison between InfoCision and the client in the resolution of administrative problems and inquiries. Discrepancies are resolved, and guidance to internal and external customers is accurate and timely. Maintains clients' files to ensure client memos are in the right format. Computer files are in a format compatible with InfoCision software. Reviews and audits records and files for thoroughness. Records are accurate, timely, and complete. Conducts periodic account base adjustment to add new accounts or delete existing accounts. Adjustments are accurate and timely. Participates in departmental meetings and training programs. Participation is beneficial and timely. Keeps current with new company services, products, new or changing business policies and practices. Information of new services is accurate and timely. Stays informed about industry trends, sales skills and selling techniques. Trade information is utilized to its utmost potential. Maintains a favorable working relationship with all employees to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity, and continued improvement. Morale and productivity are high. Phone time may be required for a portion or all of scheduled hours as/when business needs dictate. All quality and call protocols must be followed as per InfoCision and client mandated policy and expectations.

Supervisory Responsibilities:

Is responsible for training and development of Account Representative(s) and supervises their overall performance on the team. Additionally, is responsible for the overall direction, coordination, and evaluation of specific account(s). Responsibilities include planning, assigning, and directing work; appraising program performance; addressing complaints and resolving problems.

Minimum Qualifications:

Bachelor's degree (B.A.) from four-year college or university; previous promotions from Account Representative to Senior Account Representative; 5 years marketing experience; or equivalent combination of education and experience.

Career Path:

Client Success Manager Senior Client Success Manager Director of Client Services/Success Senior Director of Client Services/Success Vice President -

Client Services/Success Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Essential Knowledge Skills and Abilities:

•Critical features of this job are described below. A Senior Client Success Manager/Client Success Manager must have the ability to: Ability to communicate effectively with others using both verbal and written means for hours at a time. Ability to read, listen and verbally communicate for hours at a time Ability to work in fast paced environment and possess ability to multi-task, completing deadlines and managing trainees' actions simultaneously Ability to confidently and professionally present information effectively in group, one-on-one or small group situations Ability to read, analyze, and interpret written material, understand performance metrics and data Ability to respond effectively and professionally both verbally and in writing to questions from employees, supervisors, company leadership, clients. Communication must be presented accurately, professionally with proper grammar, spelling and presentation. Act with diplomacy, poise and tact while handling confidential and sensitive information Has working knowledge and understanding of core InfoCision standards and quality expectations. Working knowledge of Microsoft Office 365 and InfoCision based platforms. Use equipment such as, but not limited to headsets, telephones, computers and other office equipment (as needed); Respond appropriately and professionally to feedback and strive to make immediate and lasting change. Must be able to work at home or in brick and mortar (if applicable) Must possess acceptable, required technology and equipment as required. •Reasonable accommodation may be made to enable persons with disabilities, under the ADA, to perform essential job functions.

Special/ Additional Requirements:

Persons in this position may be required to pass a drug and alcohol, credit, and/or criminal background check. Employees must be able to work five (5) days per week, including dayshift, mid-shift and night shift (this schedule may vary based on start and end times). Weekend hours may also be required.

Requirements:

Minimum Qualifications:

Bachelor's degree (B.A.) from four-year college or university; previous promotions from Account Representative to Senior Account Representative; 5 years marketing experience; or equivalent combination of education and experience.

Career Path:

Client Success Manager Senior Client Success Manager Director of Client Services/Success Senior Director of Client Services/Success Vice President -

Client Services/Success Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Essential Knowledge Skills and Abilities:

•Critical features of this job are described below. A Senior Client Success Manager/Client Success Manager must have the ability to: Ability to communicate effectively with others using both verbal and written means for hours at a time. Ability to read, listen and verbally communicate for hours at a time Ability to work in fast paced environment and possess ability to multi-task, completing deadlines and managing trainees' actions simultaneously Ability to confidently and professionally present information effectively in group, one-on-one or small group situations Ability to read, analyze, and interpret written material, understand performance metrics and data Ability to respond effectively and professionally both verbally and in writing to questions from employees, supervisors, company leadership, clients. Communication must be presented accurately, professionally with proper grammar, spelling and presentation. Act with diplomacy, poise and tact while handling confidential and sensitive information Has working knowledge and understanding of core InfoCision standards and quality expectations. Working knowledge of Microsoft Office 365 and InfoCision based platforms. Use equipment such as, but not limited to headsets, telephones, computers and other office equipment (as needed); Respond appropriately and professionally to feedback and strive to make immediate and lasting change. Must be able to work at home or in brick and mortar (if applicable) Must possess acceptable, required technology and equipment as required. •Reasonable accommodation may be made to enable persons with disabilities, under the ADA, to perform essential job functions.

Special/ Additional Requirements:

Persons in this position may be required to pass a drug and alcohol, credit, and/or criminal background check. Employees must be able to work five (5) days per week, including dayshift, mid-shift and night shift (this schedule may vary based on start and end times). Weekend hours may also be required.