SMG - Service Management Group is hiring a
Client Success Consultant

Summary

Join a leading experience management provider as a Client Success Consultant to be the main contact for top restaurant, retail, and service brands, coordinating their experience management programs and ensuring smooth project execution.

Requirements

• Bachelor’s degree
• At least 2+ years of experience working on multiple projects at once—including vendor-side work, client and account management, information or data management, etc
• Experience in customer facing roles with a proven track record of delivering success in client success or a related field (account management, consultancy etc.)
• Experience and understanding of the customer experience space and voice of the customer programs within restaurant, retail and services categories are hugely beneficial
• Strong analytical and problem-solving skills with the ability to translate client needs into actionable outcomes
• Excellent communication and interpersonal skills with the ability to influence stakeholders
• Advanced organizational skills to manage multiple projects and priorities simultaneously

Responsibilities

• Cultivate strong connections with key contacts at all client levels
• Be the go-to person and advocate within our company for clients
• Know your clients inside out to proactively anticipate needs & deliver personalized experiences that exceed expectations
• Monitor the “big picture” of programs by setting + managing client expectations, and evaluating and recommending program improvements that drive business outcomes
• Lead status calls with clients, serve as main contact for multiple projects and respond to daily correspondence
• Oversee the quality of project deliverables, work across SMG teams to align internal resources and meet objectives, while efficiently and effectively tracking project metrics
• Drive transformation & ROI in your client’s business
• Collaborate with clients to build joint strategic plans and offer expert consultancy on customer experience (CX) program design
• Be a CX & industry expert.. Maintain up-to-date knowledge of industry best practices and solutions and be able to clearly articulate business value
• Own the success journey for your designated client portfolio
• Proactively plan and execute initiatives promptly that drives key metrics of client health, satisfaction, adoption, retention, and growth

Benefits

• Fully Remote
• Unlimited PTO