Client Support Manager

3 weeks ago

Hyderabad, India Antler Technologies Full time

Job description

Job Title: Jr. Client Success Manager (CSM) Manager

Location: Hyderabad

Working Days: 6 Days

As a Client Success Manager, you will be responsible for ensuring the satisfaction, retention, and growth of our client base. You will lead a team of associates, providing guidance, support, and mentorship to drive exceptional client experiences. Your primary focus will be on understanding client needs, developing strategies to meet those needs, and fostering long-term relationships that drive mutual success.

Responsibilities:

Team Leadership:

Lead & mentor a team of Client Success Associates.

Set clear performance expectations and provide regular feedback and coaching.

Foster a collaborative and supportive team culture focused on excellence in client service.

Client Relationship Management:

Build and maintain strong, trust-based relationships with key clients.

Understand client needs, goals, and challenges to proactively identify opportunities for value creation.

Serve as the primary point of contact for escalated client issues and concerns.

Client Success Strategy:

Develop and execute client success strategies to drive client satisfaction, retention, and growth.

Collaborate cross-functionally with Sales, Product, and Support teams to ensure alignment on client needs and priorities.

Analyze client data and metrics to identify trends, opportunities, and areas for improvement.

Client Advocacy and Communication:

Advocate for clients internally to ensure their needs are understood and addressed.

Communicate regularly with clients to provide updates, gather feedback, and share insights.

Serve as a trusted advisor to clients, providing guidance and recommendations for maximizing value from our products and services.

Performance Tracking and Reporting:

Monitor and track key performance metrics related to client satisfaction, retention, and growth.

Provide regular reporting and analysis to leadership on team performance and client outcomes.

Identify areas for improvement and implement initiatives to drive continuous improvement.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or related field (Master's degree preferred).

Proven experience in client success, account management, or a related field.

Strong leadership and team management skills, with experience leading a team of direct reports.

Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.

Analytical mindset with the ability to analyze data, draw insights, and make data-driven decisions.

Customer-focused attitude with a passion for delivering exceptional client experiences.

Experience working in a fast-paced, dynamic environment with the ability to prioritize and manage multiple priorities effectively.

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