⭐ Senior Client Success Manager

This is a 3-day-a-week hybrid position based in our office in northwest Austin, TX, just south of Cedar Park.

Summary:

   360Connect is a growing B2B lead generation company that has been in business since 2005. We are excited about our 2023 performance and have extremely aggressive growth plans for next year. This is where you come in!

   We want to add to our client success team, which oversees the long-term, trusting relationships we have built with our clients. Each of our Client Success Managers is a supportive and strategic partner to our existing customers. Our Client Success Managers are professionals responsible for developing a positive customer experience and fostering healthy working relationships.

   Our ideal candidate will work on behalf of the business and the client, has experience working with external clients, is familiar with CRM software, and understands how to maintain and grow relationships.

Culture:

   At 360Connect, we help our clients solve one of the most challenging problems in business – acquiring new customers. We do this by providing "marketing in a box" where we find, qualify, and deliver sales-ready prospects to our clients. On average, our clients see a $7-to-$15 return on every $1 spent on our service and rate us at 4.5 stars on Google Reviews.

   As one client said, "360Connect leads help put us on the 20-yard line...and every little bit helps these days!"

  To learn more about us, check out our website at www.360Connect.com.

   We have a diverse team of hard-working, fun-loving individuals. We believe in six core values, which include:

1. Do what it takes to deliver excellent results.
2. Bring a proactive, solution-oriented attitude.
3. Act with integrity and respect.
4. Communicate directly and honestly.
5. Do what you say you are going to do.
6. Always learn and try new things.

   We "walk the talk" on our core values at 360Connect. The Austin-American Statesman has named us a "Best Places to Work" for Ten years. Additionally, we are the only digital company in Austin to have received the award more than once!

   Does this sound like a place you would like to work? We would love to talk to you!

Responsibilities:

The Senior Client Success Manager manages client relationships, resolves issues, seeks to expand our business relationships, and overcomes client churn, The day-to-day job responsibilities of the Senior Client Success Manager include:

• Build and maintain strong relationships with assigned key clients, serving as their trusted advisor and primary point of contact.
• Conduct regular business reviews with clients, facilitate client onboarding, and conduct best practice training sessions.
• Possess the interpersonal skills to meet with clients who may be upset by a situation. Ability to be understanding yet firm with the company's policies in client interactions.
• Maintain client records and metrics, prepare reports on account status, and update appropriate fields in the CRM System accurately for data integrity purposes and reporting.  
• Ensure the timely and successful delivery of our solutions according to client needs and objectives that align with the 360 business model.
• Track and report on key metrics, such as client satisfaction, usage patterns, and overall health of client accounts.
• Expand the business relationship with existing clients and/or identify areas of improvement. Identify and resolve any issues or escalations promptly and effectively.
• Conduct best practice training sessions, webinars, or live meetings with clients
• Proactively engage with clients to ensure their satisfaction, and identify opportunities for upselling or cross-selling. and drive client retention.
• Collaborate with the sales team to identify and grow opportunities.

Skills & Job Requirements:

• Proven work experience in a client-facing role such as a Client Success Manager, Key Client Success Manager, Sales Client Success Manager, Senior Account Manager or relevant role
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g., Salesforce, Zoho CRM, or HubSpot) and MS Office (particularly MS Excel)
• Must be able to type 40 words per minute
• Experience delivering client-focused and business-aligned solutions
• Proven ability to juggle multiple account management projects at a time while maintaining sharp attention to detail
• Strong verbal and written communication skills
• Bachelor's degree preferred

Job Type: Full-time

Benefits:

• Health Insurance
• Employee assistance program
• Flexible schedule
• Dental Insurance
• Health savings account
• Life Insurance
• PTO - Paid time off
• Retirement plan
• Vision insurance