What are the responsibilities and job description for the Client Success Manager position at Renovia?
Client Success Manager
Department: Sales
Employment Type: Full Time
Location: Indianapolis, IN
Description
The Client Success Manager is responsible and accountable for support of all activities surrounding the National Account Sales Team. He/she plays an instrumental role in improving/sustaining new or existing client relationships and coordinating communication across all departments to ensure customer satisfaction is achieved. This role manages several customer facing and behind the scenes tasks to allow the sales cycle and program execution to continue without interruption from beginning to end.
Key Responsibilities
- Manage and organize all National Account Programs from start to finish inside of Salesforce
- Lead the completion of proposals through coordination with Sales, Estimating and Operations
- Transition Landed Opportunities to “Ready for Production”. Includes PJCC, JIS & Vendor Portal updates.
- Log, update and track all daily duties inside of Salesforce through “Tasks”
- Ensure timely and successful hand-off of contracts, COI & W9 requests to finance team for VP signature
- Maintain, update & regularly check compliance for all third-party vendor portals
- Collaborate with finance team to ensure new vendor sign-up forms are completed accurately and on time
- Manage all warranty claims from start to finish inside of Salesforce as well as collaborating with Operations.
- Assist and collaborate with NAE’s to help land new prospect accounts as well as grow existing key accounts
- Collaborate with Estimators and Project Managers which includes the three-hand-off process
- Ensure timely shipping, logistics and coordination of documentation and marketing materials to customers and/or events.
- Participate in weekly company huddle, staff meetings and all applicable BlindZebra Training
Skills Knowledge and Expertise
Customer Focused: Grow and maintain customer relationships to achieve satisfaction throughout the project.
- Identify and describe the customer’s expectations
- Show interest in, anticipate, and have timely response to customer needs
- Go beyond basic expectations to help customers implement solutions
- Explore options when unable to deliver a requested product and/or pursue solutions until the customer is satisfied
- Seek ways to improve project delivery and completion
Collaboration and Teamwork: Establish a working relationship with project stakeholders such as vendors, sales managers, project managers, estimators, external and internal team members.
- Know and support resources who need or ask for support or assistance. Seek and consider ideas from diverse viewpoints
- Encourage the delegation and sharing of tasks, information or expertise, work together to solve problems, and put project success first
- Build rapport/trust by listening to, discussing with, encouraging and motivating others
- Seek to resolve confrontations and disagreements constructively by focusing on the situation, issues, or behaviors, rather than the people
- Exhibit a heart for serving others by participating in “pay it forward” opportunities, and regional, local and national volunteer engagements
Adaptability: Be flexible with changing customer and project needs.
- Respond positively to changes, and be willing to use new practices to accomplish goals and solve problems appropriately
- Adapt goals and methods to achieve results in changing situations
- Manage change in a way that has a positive impact on desired outcomes
- Be proactive and address concerns/issues before they become a problem
Communication (oral and written): Manage information flow and relationships between customers, other business units; encourage and seek feedback.
- Ensure that important information from the customer is shared in a timely manner with others assigned to the project
- Use appropriate means of communication (e.g., emails, calls, meetings)
- Understand all key processes and communicate effectively with clients, partners, team and leadership
- Communicate in an articulate (verbal), easily understood manner and convey ideas and facts using language the customer and internal team members best understand
Detail Oriented: Pursue quality in accomplishing tasks and managing opportunities by performing tasks thoroughly and carefully with few errors.
- Input data correctly within Salesforce such as opportunities, proposals and other reports
- Check work to ensure accuracy and completeness
- Compare finished work to what is expected and address inconsistencies
- Drive continuous improvement for data management
Decision-making & Judgement: Balance facts, data and subjective input to arrive at the right solution for the situation.
- Makes a decision and takes action
- Considers historical information and future consequences when making decisions
- Seeks out extra information or knowledge through investigation and questioning
- Consider the relative costs and benefits of potential actions to choose the most appropriate one
Benefits
· Company MacBook Pro and iPhone
· Open PTO policy
· Health benefits start on the 1st of the month
· HSA match of $800 per year for individual, $1625 for family
· All expenses paid yearly President’s Club Trip to Caribbean
· 401k match at 100% of the first 3 percent, 50% match for the 4th and 5th percent
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