Bravado · 2 days ago

Customer Success Account Manager

New York, United States

Full-time

Onsite

Mid Level

$133K/yr - $155K/yr

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Responsibilities

Develop and maintain strong, long-lasting relationships with clients to ensure their satisfaction and loyalty. Conduct regular meetings and check-ins with clients to review their goals, address concerns, and ensure they are getting the most value from the company's products or services.

Oversee the onboarding process for new clients, ensuring a smooth and positive transition. Develop and deliver training programs to help clients fully understand and utilize the company's products or services.

Gather and analyze client feedback to identify areas for improvement and relay this information to the relevant internal teams. Act as the voice of the customer within the company, advocating for client needs and priorities.

Create and manage detailed account plans for key clients to drive engagement and retention. Identify opportunities for renewals and upsells, working to expand the company’s footprint within existing accounts.

Address and resolve any client issues or concerns promptly, ensuring high levels of client satisfaction. Manage and coordinate the resolution of complex issues, escalating to senior management when necessary.

Monitor client usage and performance metrics to ensure they are achieving their desired outcomes. Provide regular reports to clients on their usage, performance, and ROI, highlighting key achievements and areas for improvement.

Develop and implement strategies to improve customer retention and reduce churn. Proactively engage with clients to identify and address potential issues before they lead to dissatisfaction or churn.

Work closely with internal teams, including sales, product development, and customer support, to ensure a seamless customer experience.

Develop and implement customer success programs and initiatives to drive client engagement and success.

Continuously evaluate and improve customer success processes and strategies to enhance client satisfaction and outcomes. Stay updated with industry trends and best practices, continuously improving skills and knowledge to better serve clients.

Qualification

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Customer successAccount managementClient relationship managementData analysisProject managementProduct knowledgeCRM systemsStrategic planningClient engagementRenewalsUpsellsMarket analysisCommunicationProblem-solvingRelationship buildingAdaptabilityCollaboration

Required

Demonstrated experience in customer success, account management, or a related field, with a track record of managing and growing client relationships.

Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and persuasively.

Proven ability to build and maintain strong, long-term client relationships, with a focus on understanding and addressing client needs.

Ability to analyze client usage data and performance metrics to identify trends, opportunities, and areas for improvement.

Ability to manage multiple client accounts and projects simultaneously, while maintaining attention to detail and meeting deadlines.

Quick learner with the ability to understand and communicate the company’s products or services, and their benefits to clients. Comfortable using CRM systems, customer success software, and other technology tools to manage client interactions and track performance.

Ability to work collaboratively with cross-functional teams, including sales, product development, and customer support, to deliver a seamless customer experience. Willingness to share knowledge and best practices with colleagues to contribute to overall team success.

Ability to develop and implement strategic account plans and customer success initiatives to drive client engagement and retention. Focused on long-term client success and growth, with the ability to identify and pursue opportunities for renewals and upsells.

Ability to adapt to changing client needs and market conditions, and to pivot strategies as necessary to achieve desired outcomes.

Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.