Client Success Manager

4 days ago

Delhi, India TruAdvantage Full time
Join Our Growing Team

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Location

Type

Client Success ManagerCupertino, CAFull-time

Role:

Client Success ManagerDepartment:

Service DeliveryReports To:

Director of OperationsLocation:

Remote, GlobalTerm:

Permanent Full-TimeCompensation:

Monthly Based on Experience + Performance based BonusBenefits:Health (Gold Tier), Vision, Dental, Disability, and Life Insurance401K Matching and Educational Savings Account 529Remote WorkContinuing Education

Company Overview:

At

TruAdvantage

, we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it, and that contributes to our high client satisfaction and retention rate.Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization and staff’s efficiency, and help them grow competitive advantage.You may also want to check out the following links:

Position Overview:

The Client Success Manager plays a critical role in delivering exceptional service and driving business value to our clients. The ideal candidate is passionate about engaging customers and helping them expand their use cases. They have excellent relational skills and can create a win-win environment for all parties they work with. They own the overall relationship with assigned clients by increasing adoption and ensuring retention and satisfaction. They make a large impact on our business by establishing a trusted and strategic advisory relationship with each assigned client, driving continued value of our products and services. The Client Success Manager will help drive sales by working to identify or develop upsell opportunities. Additionally, they will advocate customer needs and issues cross-departmentally and manage account escalations.

Our Core Values

PartnershipProcessGrowthTeamwork

Position Responsibilities

Day-to-Day Account ManagementBuild strong relationships with clients that create brand ambassadorshipFollow up on outstanding service requests and help see major initiatives through to completionAct as an account escalation point for any billing or vendor coordination issuesCoordinate proposal and procurement of products and services through our channel partnershipsGather information related to licensing, contracts and client eligibility for various offers and promotionsAssist with preparation of Strategic Business Review (SBR) and conduct SBR Meetings when neededDrive Technology AdoptionWork with end users and business leaders to identify use cases and opportunities to streamline workflows and improve user experiencePerform demos of new products and integrationsFacilitate and drive engagement for webinars and in-person events and workshops.Gather feedback from clients post implementation and training engagementsMonitor and drive adoption of the technology stackPerform qualitative and quantitative analysis of business value derived from our solutions and services

Qualifications

Excellent Verbal and Written English CommunicationBachelor’s degree preferredA minimum of 3-5 years relevant working experience in a client facing roleExperience with cross department collaboration and workflows

Personal Skills

Self-motivated and high level of enthusiasmEnjoys helping people, no matter how simple the problemEnjoys sharing information, supporting others, and working on a team to achieve team goalsTake a personal interest in, and responsibility for quality of work performedAbility to pay close attention to detail while performing technically detailed taskAbility to quickly learn new technologies and adapt to rapid changesAbility to articulate technical information clearly and simply to non-technical people

Key Performance Indicators

Client Satisfaction ScoreClient Retention RateNet Promoter ScoreAdoption RateStandards Compliance ScoreClient Proactive Touchpoints

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