Client Success Manager

Summary

Join Pearl as a Client Success Manager and play a pivotal role in ensuring client satisfaction, engagement, and success. As a remote role, you will work from anywhere while providing exceptional service to clients.

Requirements

• At least 2-3 years of proven experience in client success, account management, or related roles
• Remote Ready: You're a pro at remote work, comfortable with the latest tech tools, and can collaborate seamlessly with a distributed team
• Self-motivated and adaptable to remote work environments
• Organized Chaos Tamer: You thrive in fast-paced environments, can juggle multiple tasks, and never break a sweat
• Ability to work independently and manage your own schedule effectively
• Discretion is Your Middle Name: You handle sensitive information with the utmost confidentiality and professionalism
• Tech-Savvy: Proficient in the Microsoft Office suite, Google Workspace, video conferencing platforms, and CRMs
• Exceptional Communication: Your written and verbal communication skills are top-notch, ensuring that clarity and professionalism are your signature
• Solver: Strong problem-solving and conflict-resolution abilities

Responsibilities

• Establish and maintain strong relationships with clients
• Understand clients' goals, challenges, and needs, and proactively address them
• Regularly communicate with clients via email, phone, video conferences, and other communication channels
• Gain a deep understanding of our products and services to educate clients on their features and benefits effectively
• Provide guidance on how clients can best utilize our solutions to meet their specific needs
• Assist clients with onboarding, guiding them through the implementation process
• Conduct product sessions to ensure clients are proficient in using our offerings
• Identify opportunities for upselling or cross-selling additional products or services to existing clients
• Collaborate with the sales team to explore potential growth avenues
• Act as a liaison between clients and internal teams to address and resolve any issues or concerns
• Ensure timely and satisfactory issue resolution to maintain client satisfaction
• Gather feedback from clients to help improve our products and services
• Create and maintain reports on client success metrics and key performance indicators