Braintrust is hiring a
Client Success Manager

Summary

The job description is for a Client Success Manager position at Braintrust, a talent network that connects professionals with enterprises. The role involves fostering strong relationships with clients, ensuring their satisfaction, and driving the growth of the business. The candidate should have 5-10 years of experience in client success or account management in the IT services industry.

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
• Account Penetration: 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