Client Success Manager

The Client Success Manager is the liaison between Airiam and our Clients. They are responsible for creating and fostering profitable, long-term client relationships and referrals. They ensure that clients are actively and accurately consuming the services that they purchased and work with other internal/external teams to address client needs. In addition, they will partner with other members of the sales organization to proactively sell additional services to the Airiam installed base.

Supervisory Responsibilities:

· Coordinate weekly/monthly/quarterly client touchpoints/reviews

· Share client feedback with pertinent external/internal team members

· Engage with members of the Service Desk, Centralized Services, Professional Services and Finance teams when necessary

· Oversee ticket resolution, assisting Service Desk team members to escalate tickets to achieve timely resolution

Duties/Responsibilities:

· Build, strengthen, and retain long-term client relationships

· Ensure key clients are highly satisfied and profitable

· Client advocate for issue resolution

· Communicate internally and externally as required

· Escalate concerns

· Process issues to appropriate team members

· Improve client communication

· Complete and send weekly status update reports when required

· Service desk meetings – drive ticket resolution

· Evaluate data – issue, resolution, timing, etc

Document results

Identify trends, root cause analysis, process improvement opportunities.

· Attend periodic Service Desk and Professional Services team meetings

· Conduct account review

· Strategic planning/roadmap.

· Identify future projects/timeline(s)

· Outline/discuss other Airiam Services

· Ask for referrals/testimonials as appropriate

· Drive internal process-improvement.

· Quote/project requests.

· Evaluate existing accounts

· Conduct account survey

· Determine touchpoint/review frequency (quarterly/semi-annual/annual) and document

· Work with Marketing on client notifications

Required Skills/Abilities:

· Exceptional collaboration skills for building relationships

· Ability to be a genuine team player

· Highly analytical - someone who uses a "design-thinking" approach to problem-solving

· A do-whatever-it-takes attitude to deliver exceptional service

· Excellent verbal and written communication skills

· Excellent interpersonal and customer service skills

· Excellent organizational skills and attention to detail

· Excellent time management skills with a proven ability to meet deadlines.

· Passion for building brand awareness and thought leadership through the voice of the customer

· An understanding of sales, marketing and business strategy and the ability to anticipate and deliver on relevant stakeholder needs before they become burning issues