REMOTE - Client Success Manager

Job Description

Remote - Client Success Manager

Full-Time Position Work from Anywhere (Excluding CA, CO, MT, NY)

About Harbor Compliance:

Harbor Compliance is a rapidly expanding technology firm that's reshaping how nonprofits and businesses handle critical compliance challenges. Recognized on the Inc. 5000 and Deloitte Technology Fast 500 lists, we use innovative technology to demystify the complexities of business licensing and legal entity management. Since our 2021 merger with Labyrinth, Inc., our client base has surged to over 40,000, and our journey of growth and innovation continues.

Position Overview:

As a Client Success Manager (CSM) at Harbor Compliance, your role is at the core of our client's satisfaction and retention, which directly fuels our ongoing success and expansion. Your mission is to nurture and grow client relationships, ensuring they receive outstanding service and support. You’ll serve as both advisor and advocate, driving client engagement and loyalty by understanding their needs, anticipating challenges, and guiding them toward success.

Key Responsibilities:

Client Retention: Engage regularly with clients to gauge satisfaction, address concerns promptly, and strategize on retention initiatives.

Client Growth: Identify and act on opportunities for upselling and cross-selling, aligning our services with client needs for enhanced compliance.

Client Satisfaction: Deeply understand diverse client needs and feedback, ensuring their voices are heard and acted upon internally.

Communication: Maintain clear, timely communication, ensuring clients understand their projects' scopes and statuses.

Client Advocacy: Act as a pivotal liaison between clients and internal teams, resolving issues swiftly and effectively to promote positive outcomes.

Required Qualifications:

Minimum of a high school diploma or GED, with 5+ years in client-facing roles such as CSM or Account Manager.

Demonstrated proficiency in meeting key performance metrics and service level agreements.

Excellent communication skills, showcasing clarity and correctness in both written and spoken forms.

Strong digital literacy, encompassing CRM systems, email, and video conferencing.

Proven ability to teach and drive software adoption and functionality.

Exceptional multitasking and organizational skills in dynamic environments.

Passion for solving complex challenges and a keen ability to learn quickly.

Preferred Qualifications:

Experience in sales or B2B client service roles.

Proven success in driving client retention and generating revenue growth.

Location and Hours:

This is a full-time position. You are welcome to work remotely or from our Rockville, MD, or Lancaster, PA, offices.

Compensation:

We offer a competitive salary and a comprehensive benefits package that includes paid time off, health insurance, and a 401(k) plan with company matching.

Harbor Compliance is an Equal Opportunity Employer.

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