Client Success Manager

Summary

Join our dynamic team as a Client Success Manager and foster strong relationships with clients, ensuring their satisfaction and driving business growth. This remote, full-time position, based in Latin America, requires managing client accounts, ensuring smooth onboarding and offboarding, developing strategic account plans, and identifying upselling/cross-selling opportunities. You will also monitor key performance indicators, conduct regular review meetings, and support marketing efforts. The ideal candidate possesses proven experience in client success or account management within the IT services industry, strong communication skills, and the ability to work collaboratively with cross-functional teams. We offer a supportive and collaborative work environment with employee wellness initiatives.

Requirements

• Proven experience in client success or account management in the IT services industry
• Strong understanding of Custom Software Development on different platforms
• Exceptional communication, negotiation, and interpersonal skills
• Results-oriented with a track record of meeting or exceeding targets
• Ability to work collaboratively with cross-functional teams
• Excellent problem-solving and critical-thinking abilities
• Ability to work with C Level executives and enterprise level accounts

Responsibilities

• Build and maintain strong relationships with clients
• Penetrate into existing accounts by connecting to 3 people at the same level as our point of contact and 3 people higher in the organization hierarchy
• Understand client needs, goals, and challenges and consult them the right solution
• Proactively communicate with clients to ensure their expectations are met or exceeded
• Act as an escalation and ensure all issues are resolved with complete client satisfaction by working closely with internal teams
• Ensure Smooth onboarding of client from Sales/Pre Sales to Project Managers
• Customer Offboarding Process - A good client experience ends with a seamless offboarding process. We want to ensure this process is efficient, organized and opens the door for future referrals
• Develop and execute strategic account plans to maximize client retention and growth
• Identify opportunities to upsell or cross-sell additional services or products
• Monitor client accounts, track key performance indicators (NPS, CSAT), and provide regular reports
• Monitor Billing and Collections from client
• Conduct Review meeting with Internal team and clients on regular basis (QAR, AAR)
• Identify cross sell and up sell opportunities with current clients
• Generate New Business through referrals by penetrating current clients’ network
• Manage renewals of existing contracts
• Request for reviews and reference from clients
• Help marketing team build case studies and success stories
• Ensure clients’ data is up to date for sending our Newsletters and other marketing updates

Benefits

Employee wellness initiatives