Apply on Employer Site

Crafty · 1 day ago

Client Success Manager

Chicago, IL

Full-time

Hybrid

Mid Level

$75K/yr - $85K/yr

3+ years exp

Crafty is a company that enhances workplace food and beverage programs through a centralized platform. They are seeking an established Client Success Manager to own client relationships, focusing on client satisfaction, retention, and growth while managing multiple accounts effectively.

Food and BeverageSoftware

Hiring Manager

Kristina Rothenberg

Responsibilities

You achieve high customer satisfaction (CSAT) and drive revenue growth through a commitment to world-class service

You assist in developing plans to address client pain points and help evolve client programs across locations

You deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams

You manage programs from start to finish, ensuring they meet client needs and expectations

You facilitate teamwork across functions to support the development and delivery of services for clients

You leverage your expertise to communicate effectively with clients, providing tailored recommendations and guidance on program status while promptly addressing their needs to ensure a seamless client experience

You assist in conducting regular reviews with clients to evaluate their programs and ensure a seamless experience

You support the onboarding of new clients and work to identify growth opportunities within existing accounts

You get in front of messaging to ensure the client is clear on what’s happening, why and when, especially when challenges arise

You excel in listening and understanding clients' needs to foster strong connections

You can convey important information effectively, both in writing and during meetings

You maintain a positive attitude and adjust your focus as circumstances change, embodying a resourceful and hardworking approach

You identify potential issues early and address them proactively, maintaining a positive outlook even in challenging situations

You own and optimize client-level P&L for your specific book of business

You effectively manage client budgets by proactively communicating with clients to accurately forecast consumption and adjust budgets accordingly

You accurately execute monthly billing and invoicing in coordination with local teams

Qualification

Client-Centric ApproachAccount ManagementProgram ManagementP&L ManagementFood & Beverage ExperienceGoogle SuiteCRM PlatformsProject Management ToolsResourcefulnessEffective CommunicationActive ListeningProblem Solving

Required

3+ years in a Client Experience and/or Account Management role

Experience working cross-functionally

Food & Beverage industry experience

Ability to work within Google Suite, Project management platforms (Notion, etc), Customer Relationship Management platforms (HubSpot, Zoho, Salesforce, etc), Microsoft Suite (Excel & Word)

Client-Centric Approach: You achieve high customer satisfaction (CSAT) and drive revenue growth through a commitment to world-class service

Engagement: You assist in developing plans to address client pain points and help evolve client programs across locations

Proactive Service Delivery: You deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams

Strategic Alignment: You're skilled in aligning with client business strategies and goals, and creating a customer success journey to meet desired outcomes

Program Oversight: You manage programs from start to finish, ensuring they meet client needs and expectations

Team Collaboration: You facilitate teamwork across functions to support the development and delivery of services for clients

Clear Communication: You leverage your expertise to communicate effectively with clients, providing tailored recommendations and guidance on program status while promptly addressing their needs

Business Reviews: You assist in conducting regular reviews with clients to evaluate their programs and ensure a seamless experience

Relationship Management: You support the onboarding of new clients and work to identify growth opportunities within existing accounts

Proactive Communications: You get in front of messaging to ensure the client is clear on what's happening, why and when, especially when challenges arise

Active Listening: You excel in listening and understanding clients' needs to foster strong connections

Clear Messaging: You can convey important information effectively, both in writing and during meetings

Resourcefulness: You maintain a positive attitude and adjust your focus as circumstances change, embodying a resourceful and hardworking approach

Strategic Problem-Solving: You identify potential issues early and address them proactively, maintaining a positive outlook even in challenging situations

You own and optimize client-level P&L for your specific book of business

You effectively manage client budgets by proactively communicating with clients to accurately forecast consumption and adjust budgets accordingly

You accurately execute monthly billing and invoicing in coordination with local teams