Client Success Manager

The SMASH Co - Saint Louis, MO

Role (overview):

Client Success Coordinator is a unique hybrid role between customer service and sales. Their main goal is to provide support for customers as they transition from the sales pipeline to the support/fulfillment pipeline. The primary function of the Client Success Coordinator is to create loyal, repeat customers instead of one-time users. They will also focus on strengthening the relationship with our current clients to generate referrals. We need an expert connector and relator who has strength on both sides as an impactful communicator and tremendous listener.

Responsibilities - Daily, Weekly, Monthly:

  • Be the TOP advocate for the company to current clients
  • Onboard new clients, acting as a the “client concierge”
  • Follow up on renewals for subscription based clients, prior to them ending
  • Encourage upsells and cross-sells.
  • Cultivate relationships between customers and the fulfillment team.
  • Be the voice of the customer - having an in-depth understanding of customer likes and dislikes about your products, which can be discovered through surveys, reviews, referrals, and conversations
  • Contact past clients to establish rapport and arrange meetings
  • Attending client events to share client success stories

  • Increase brand awareness by utilizing social media and other networking tools

Requirements and Proficiencies:

  • Bachelor's degree in Communications, Business Administration or Public Relations

  • 2+ years experience in a business development/client service/client facing role

  • Experience with a CRM system

  • Proficient in Microsoft Office

  • Proficient and personally active on social media

  • Comfortable with filmed speaking duties and community outreach

Results Required:

  • Generating at least 1 upsell/cross sell per month

  • Sell event tickets

  • Generating 3 referrals from every new client

  • Seamless execution of onboarding process of every client

  • Maintain 70 Client Retention rate

Posted On: Monday, November 8, 2021

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