Client Manager

Position Overview:

The Client Manager is responsible for building and maintaining strong client relationships, ensuring successful service delivery, and driving client satisfaction and retention. This role requires a strategic approach to managing accounts, identifying growth opportunities, and serving as a trusted advisor to clients.

Key Responsibilities:

Client Relationship Management

Serve as the primary point of contact for assigned clients, ensuring their needs are met with proactive and strategic solutions.
Develop and maintain strong relationships with key client stakeholders (add clarity around business stakeholders).
Conduct regular check-ins, business reviews, and performance assessments with clients to ensure alignment with their goals.

Account Management & Growth

Understand client business objectives and challenges, aligning company offerings to drive value.
Identify upselling and cross-selling opportunities to expand client engagement and revenue.
Collaborate with sales and product teams to present relevant solutions to clients.
Collaborate with the sales team on contract renewals and pricing adjustments based on client needs and business value.

Service Delivery & Performance Monitoring

Ensure the successful delivery of products and services according to client expectations and agreements.
Monitor client performance metrics, troubleshoot issues, and coordinate internal teams to resolve concerns effectively.
Act as an advocate for clients internally, ensuring their feedback informs product enhancements and service improvements.

Strategic Planning & Reporting

Develop and execute client success plans to enhance retention and satisfaction.
Prepare and present client reports, including performance metrics, trends, and strategic recommendations.
Maintain accurate client records, including contracts, billing, and communications.

Collaboration & Cross-Functional Coordination

Work closely with internal teams, including sales, product, support, and operations, to ensure a seamless client experience.
Provide insights and recommendations to improve internal processes based on client feedback and industry trends.
Contribute to the development of client success best practices and documentation.
Gather client requirements for any enhancement or features requests and work with Project Management to coordinate.

Qualifications & Skills

Bachelor’s degree in business, Marketing, Communications or a related field, or equivalent job experience
5+ years of experience in client management, account management, or customer success roles.
Strong problem-solving and analytical skills with a proactive approach to client needs.
Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
Experience managing multiple accounts with a track record of meeting or exceeding client satisfaction goals.
Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.

Preferred Skills:

Experience in SaaS, technology, or professional services industries.
Understanding of contract negotiation and revenue management.
Knowledge of industry-specific trends and competitive landscape.

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