Strategic Client Success Manager

Job Duties:

· Administrative

· Develop and implement efficient administrative systems and processes to streamline day-to-day operations.

· Ensure accurate and timely documentation of all administrative activities and maintain comprehensive records.

· Implement and monitor best practices for document management, data accuracy, and information security.

· Open, Check, Report, and help Resolve IT/SNOW (or similar incident management system) Problem Tickets to meet customer needs and/or concerns.

· Report out updates, issues/concerns, and any ongoing projects related to Voice of the Customer to the Service Enablement Leader and/or Department.

· Customer Experience

· Design and execute comprehensive strategies aimed at enhancing the overall customer experience and satisfaction.

· Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and areas for improvement.

· Collaborate with various departments to develop and implement initiatives that address customer needs and expectations.

· Create and help maintain a customer-centric culture across the organization, ensuring that all interactions meet high standards of excellence.

· Address and resolve complex customer issues and complaints with empathy and efficiency, aiming to turn challenges into opportunities for improvement.

· Executive Services

· Assists the Client Implementation Team with efficient handover from implementation to Operations and Maintenance phase of contracts. Expected to attend all Client Implementation meetings for assigned customers.

· Serves as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.

· Ensures adherence to business rules and ongoing delivery of all contract requirements and services levels.

· Serve as a primary point of contact for internal and external stakeholders, ensuring clear communication and effective relationship management.

· Consistently meet and exceed the Annual Operating Plan (AOP) revenue and margin targets for assigned customers through the implementation of strategic initiatives, collaborative and cross-functional work, and effective performance monitoring.