What are the responsibilities and job description for the Customer Success Manager position at Robert Half?
Classification: Project Manager/Sr. Consultant
Compensation: $85000.00 to $105000.00 yearly
The Customer Success Manager will proactively manage relationships with existing clients with the goal of retaining the client in perpetuity. You will be responsible for a set of clients where you will nurture the relationships by proactively contacting clients to ensure they are satisfied with the products and services. To ensure client satisfaction, you will consistently review the company activity, troubleshoot and resolve issues, train clients on use of the software, and on occasion, implement new modules. All client activity will be tracked and managed via our Customer Success Management solution.
NOTE: 100% Remote - must currently live in the Dallas-Fort Worth, TX metroplex
Duties and Responsibilities
• Constantly strive to retain (i.e., reduce churn) clients across your assigned set of accounts.
• Deliver an exceptional customer experience in all interactions with clients with the ultimate goal of creating client “promoters” of products and services.
• Establish excellent relationships with clients to ensure a high degree of customer satisfaction.
• On behalf of your assigned set of clients, work collaboratively with other internal teams such as Implementation, Product, Sales, Tech Ops, and Customer Support to resolve client issues.
• Train and advise clients on the proper use of our products and configure them to fit their needs.
• Implement our solution for small clients, as well as implement new modules for existing clients.
• Maximize the potential of our Customer Success Management solution through updates to data, reporting, and the creation of workflows and action plays.
• Assist in creating customer facing artifacts such as FAQs, usage reports, and training videos..
• Assist the Customer Success Team in improving the customer success procedures and processes.
