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Client Success Manager Symplast. Location:. Remote (must be able to work EST hours 9am-5pm). Department:. Customer Success. Reports To:. VP of Business & Client Strategy. To Apply:Â. Send an email including a 2-3 minute video talking about your experience to [email protected]. Reporting structure:. Â. The. Client. Success Manager role reports to the. Manager. ,. . Client. S. uccess. . and works closely with the. product,. client. support and onboarding. teams. to drive. adoption, mitigate risks, and provide a world-class. client. experience. . Â. Â. What. you’ll. do:. Â. The. Client. Success Manager (CSM) is an integral part of cultivating and. maintaining. strong relationships with an assigned. client. group. leading to increased retention rates, improved NPS scores, and revenue expansion opportunities. To excel in this role,. we’re. looking for individuals with a consultative mindset who can quickly understand our. client. needs, business solutions and the industry we serve. You will apply best practices and tailor solutions to each. client. based on their individual business goals.. You’ll. create long-lasting. client. partnerships that drive positive. client. outcomes and account growth.. Â. Â. Client. . CommunicationÂ. . 45%. Â. Manage the account plan and. client. journey touchpoints of your assigned. group/. book of business. Â. Provide proactive and consultative client support, ensuring high retention and net revenue growth within an existing. client. base. This is executed by garnering a deep understanding of. client. s’ needs while providing consultative solutions that will add value to their business. objectives. .. Â. Manage key. client. interactions with a focus on expansion opportunities within accounts and subscription renewals via phone, email, zoom. Â. Â. Project Management. . 35%. Â. Troubleshoot issues and. come up with. the best solutions for clients’ inquiries. Â. Relate bugs and needed fixes to web development team to handle. Â. Relate client feedback to team to enhance products and services. Â. Identify. . client. goals and work with them to achieve these goals through the software. Â. Ensure adoption, growth opportunities, and success renewal of subscription. Â. Â. Internal Communication. . 20%. Â. Accurately report internal administration: CRM activity log, sales pipeline. . forecasting. Â. Meet and exceed retention and growth KPI metrics. Â. Provide actionable. client. feedback to key stakeholders including, but not limited to, marketing, product development and service.. Â. Efficiently manage time to prioritize essential activities leading to an exceptional. client. experience, ongoing renewals, and growth. Â. Â. What prepared you for this role (qualifications):. Â. At least. 2 years of experience. working in challenging,. client. facing roles such as. Account Management, Consulting or Sales. .. . Experience within the medical and SaaS industries preferred. Â. Superb interpersonal, verbal, and written communication skills. Â. Proven. track record. in hitting quota and retention goals. Â. Organized, detail-oriented with the ability to multi-task, prioritize and respond quickly. Â. Negotiation skills as it related to renewal upsells, cross-selling, and. additional. product add-ons. Â. Highly proficient in MS Office and CRM systems. Experience with Salesforce is preferred.. Â. Working knowledge of the medical industry. Â. Curious about technology, love working in a fast-paced start-up environment. that’s. constantly changing. Â. Empathetic to. client. s and the challenges they face within their practices.. BA or BS degree or equivalent work experience. Â. Â.  What success will look like for you in the first. 90 days. :. Â. ❏ Y. ou will. participate. in developing a. . Client. Success Playbook. Â. ❏ Complete Online training modules (self). Â. ❏ Complete Salesforce user online basic training (self). Â. ❏ Upon receipt, please schedule your 90-day review meeting with your direct. . supervisor for the beginning of your 4th month in this role.. Â. Please mention the word **LUSH** and tag RMTA0LjE1NC4yMDcuNTI= when applying to show you read the job post completely (#RMTA0LjE1NC4yMDcuNTI=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human..