Senior Client Success Manager
Current• Grow and maintain your existing base by delivering superior customer service throughout the lifecycle of the account (from signature, onboarding, and ongoing support)• Contractual compliance, effective service delivery, SLA adherence• Contract creation, management, negotiation, renewal• Strategic account plan development and implementation• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts Integrate data into KPI Reports for user experience metrics• Trusted Advisor to Client• Collaborate closely with Client Success team members (Sales/Account Management, Renewals and Support teams)• Gauge customers’ levels of engagement through data analytics and suggest as well as initiate appropriate action(s)• Handle and resolve customer requests, concerns, billing inquiries, escalations, etc.• Advocate new solutions or products to improve customer’s operations. Prove business value to promote customer growth through our service offerings• Develop & maintain positive client relationship.• Ensure client expectations are properly set and met; manage contractual compliance. • Ensure all internal financial reporting requirements and timetables are met• Coordinate internal staff activities toward fulfillment of client expectations and contractual requirements in an effective, collaborative environment• Proactively review open service tickets to ensure SLA compliance• Process training and enforcement specific to the client engagement and escalation • Participate in regular business reviews with the client
