Role Description

• Develop and maintain strong, long-lasting client relationships to enhance trust and satisfaction, acting as the primary point of contact for assigned accounts.
• Lead onboarding, implementation, and training processes to ensure seamless adoption and use of products and services.
• Create and execute customer success strategies aimed at maximizing customer lifetime value, reducing churn, and increasing product adoption and satisfaction.
• Establish yourself as a trusted advisor to clients, guiding them in realizing continued value from our offerings and helping them achieve their objectives.
• Track, analyze, and report on fulfillment metrics and customer success KPIs to inform continuous improvement efforts.
• Foster cross-functional collaboration to ensure that client needs are met across departments, especially with fulfillment teams for timely and accurate deliverables.

Qualifications

• Bachelor’s degree in business, Marketing, Communications, or a related field.
• Familiarity with CRM tools, project management software, and popular content management systems.
• Prior experience in managing fulfillment tracking processes and liaising with operations or fulfillment teams.

Required Skills and Qualifications

• 3+ years’ experience in customer success, client relationship management, or a similar role in a fast-paced, multi-functional environment.
• Excellent communication skills, with a strategic mindset and the ability to clearly articulate value and convey complex ideas effectively.
• Experience in client retention strategies, identifying churn risks, and implementing proactive solutions to enhance client satisfaction.
• Proficiency with customer success metrics, data analysis, and reporting tools.
• Proven experience in upselling and cross-selling, with a track record of meeting or exceeding revenue targets.
• Strong collaboration skills, with the ability to work effectively across multiple departments and manage tight deadlines.