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Enshored · 3 months ago

Client Success Manager, US

Long Beach, California, United States

Full-time

Onsite

Mid Level

3+ years exp

Enshored is a leading outsourcer for startups, focusing on supporting growth for disruptive brands in the US and Europe. They are seeking a Client Success Manager to act as a liaison between clients and the company, driving organic growth, enhancing client satisfaction, and managing partnerships throughout the client journey.

Call CenterCustomer ServiceOutsourcingProfessional ServicesSoftware

Responsibilities

Take ownership of the Client’s success criteria and lead the build-out of a clear Scope of Work. As the Client’s needs continuously evolve, you refine the Client’s key performance indicators (KPIs), success criteria, and overall scope

Drive organic growth by identifying upsell and cross-sell opportunities and then see these all the way through to a signed contract

Manage new and existing partnerships in North America at various points along the Client journey, including overseeing the successful onboarding of new clients. Ensure that all target metrics and service-level agreements (SLAs) are achieved and all Clients are overly satisfied with the team’s performance through weekly/monthly/quarterly business reviews

Collaborate with all levels of the organization across our Operation hubs located in Manila, Philippines, and Lisbon, Portugal. Respond to Client escalations, develop best practices, and connect Clients with cross-functional workgroups to further our existing Client Success Department and Enshored’s evolution as a BPO leader

Maintain deep knowledge of our Clients’ short and long-term goals to drive scaling initiatives and ensure Client stakeholders realize the full value of Enshored for current and future lines of business

Identify and mitigate risk while providing actionable feedback internally and externally that promotes improvement and innovation

Strategize, develop, and implement Client Success initiatives to gather feedback and enhance value across all Enshored Clients

Serve as a Brand Champion for client-facing resources

Draft and review agreements and contracts for your portfolio of clients

Assist Finance with billing verification and support

Participate in new hire recruitment, training, and continuing education as needed

Travel to client sites, industry events, Enshored’s global offices, and professional development engagements as needed