Job Description
Job DescriptionSalary: $55,000 + commission
Job Title: Client Success Manager
Reports To: Sales Manager
FLSA: Full-time, Non-exempt
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Summary/Objective
The Client Success Manager ensures client satisfaction, retention, and growth by serving as the primary liaison between clients and the company. This role involves understanding client needs, providing strategic solutions, and optimizing product use. The ideal candidate blends technical proficiency, customer service expertise, and business acumen to drive value and strengthen client relationships.
Essential Duties and Responsibilities
Client Relationship Management
- Build and maintain strong client relationships as the primary point of contact.
- Through that relationship, assess needs and recommend and present company product and/or service solutions to meet those client needs.
- Advocate for client needs and ensure alignment with business objectives.
- Conduct regular check-ins and quarterly business reviews.
Needs Assessment & Strategic Planning
- Assess client goals and challenges to identify opportunities.
- Develop strategic account plans to enhance engagement and maximize revenue.
Account Growth & Retention
- Oversee account management, including contract negotiations and renewals.
- Collaborate with sales to achieve revenue targets while maintaining client satisfaction.
- Implement strategies to reduce churn and improve engagement.
Identifying & Offering Additional Solutions
- Identify potential opportunities to expand client accounts by suggesting additional products or services that align with their needs.
- Financial incentives tied to successfully providing value-added services.
Product Expertise & Client Training
- Maintain deep knowledge of company products and industry trends.
- Provide onboarding, implementation, and training support.
- Deliver training sessions, webinars, and documentation.
Technical Support & Problem-Solving
- Serve as the first point of contact for client inquiries and troubleshooting.
- Coordinate with internal teams to resolve technical issues.
- Assist customer service in handling client inquiries.
Communication & Coordination
- Collaborate with internal teams to ensure timely solution delivery.
- Manage client escalations professionally and efficiently.
Documentation & Reporting
- Maintain accurate records of client interactions and key insights.
- Track client health metrics and provide data-driven recommendations.
- Gather and share client feedback for service improvements.
Special Skills & Qualifications
- Knowledge of the mortgage industry (preferred but not required).
- Strong technical aptitude and ability to learn new systems quickly.
- Excellent problem-solving, project management, and analytical skills.
Competencies
- Teamwork: Collaborates effectively and contributes to team success.
- Ethics & Integrity: Demonstrates honesty, accountability, and professionalism.
- Communication: Strong interpersonal, written, and presentation skills.
- Adaptability: Adjusts to changing priorities and evolving environments.
- Excellence & Initiative: Strives for quality, takes ownership, and proactively seeks improvements.
Physical Demands & Work Environment
- Primarily a desk-based role requiring extended computer use.
- Occasional lifting of up to 25 lbs.
- Moderate office noise level.
- Travel may be required in the future but is not currently part of the role.
This role requires a proactive and client-focused professional who can navigate complex environments, foster long-term partnerships, and drive business growth.