Project Access · 2 months ago
Client Success Manager
Orange, CA
Contract
Hybrid
Mid Level
$70K/yr - $80K/yr
3+ years expProject Access is a dynamic and growing non-profit organization that provides programs and services to over 27,000 children, families, and seniors living in affordable housing and workforce communities. The Client Success Manager serves as the primary steward of client relationships, ensuring exceptional service and proactive support to maintain client satisfaction and retention.
Health CareNon ProfitService IndustrySocial
Responsibilities
Serve as primary point of contact for all existing clients, building trusted relationships that drive long-term retention
Conduct quarterly business reviews and proactively monitor account health through check-ins, surveys, and performance metrics
Identify early warning signs of potential churn and implement immediate intervention strategies to maintain 90%+ retention rates
Track client satisfaction scores, lifetime value, and engagement metrics while anticipating needs before issues escalate
Lead de-escalation and resolution of all customer service issues, acting as the client advocate and central coordination point between clients and internal departments
Establish clear issue resolution protocols with defined response times; handle day-to-day communications with urgency and professionalism
Identify systemic issues affecting multiple clients and work with leadership to implement permanent solutions
Document concerns, resolutions, and lessons learned; coordinate cross-functional teams for complex issues
Execute seamless handoffs from Business Development to program delivery teams with standardized onboarding processes
Monitor 30/60/90-day milestones to guarantee successful program launches with early wins
Identify service expansion opportunities within existing partnerships; collaborate with Director of Business Development on data-supported growth strategies
Coordinate contract renewals, COIs, and negotiations; organize client appreciation events and investor meetings
Qualify incoming leads through market research and discovery conversations; support initial discovery calls to understand deals and customer journey
Prepare detailed prospect profiles, needs assessments, and customized presentations with case studies and ROI models
Maintain CRM systems and generate pipeline reports tracking conversion rates and opportunity status
Coordinate site visits for prospects and compliance reviews; facilitate reference calls and maintain database of client success stories
Research ESG investment and housing trends in target markets; analyze competitor offerings and policy changes creating new prospects
Prepare reports and dashboards on client satisfaction scores, program outcomes, ROI, and social impact metrics
Provide data-driven insights to refine client success and retention strategies
Performs other related duties to benefit the mission of the organization
Qualification
Required
Bachelor's Degree in Business, Marketing, Communications, or related field
3-5 years in client success, account management, customer service leadership, or business development with proven track record in client retention and maintaining high satisfaction scores
Exceptional conflict resolution and de-escalation skills; ability to remain calm under pressure and identify at-risk accounts early
Exceptional written and verbal communication skills with professional presentation abilities for client-facing interactions
Strong analytical and problem-solving abilities; outstanding organizational skills with meticulous attention to detail
Ability to manage multiple priorities and stakeholders simultaneously; experience coordinating cross-functional teams
Natural relationship builder with high emotional intelligence and consultative approach
Proficiency with CRM systems (Salesforce or similar), donor management systems (Bloomerang), and project management tools (Smartsheet)
Advanced Microsoft Office skills (Excel, PowerPoint); experience with data visualization, reporting tools, ROI models, and financial projections
Valid Driver's License, clean driving record, and current automobile insurance
Successful completion of background check
Preferred
Familiarity with ESG investing, social impact measurement, or community development
Benefits
Medical plans, a dental plan, short-term disability, term life insurance, and an employee assistance program (EAP).
Vision, Voluntary Life, Vol Accident, Vol Hospital, and Vol Critical Illness are optional benefits offered at 100% employee cost.
Provides paid time off and 14 paid holidays.
401(k) with 4% company match.
Company
Project Access
Project Access offers vital on-site health, education, and employment services to families, children, and seniors.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0MKey Investors
Food Lion
2024-11-20Grant· $0M
Recent News
2024-02-27
Company data provided by crunchbase