Client Success Manager
Description
Client Success Manager
Summary: Client Success Managers are responsible for owning the customer relationship through management of the customer activities and engagement models in accordance with their segmentation. The CSM will be an independent decision maker and trusted advisor and primary point of contact for a portfolio of clients, ensuring they achieve success and derive maximum value from our products/services. This role plays a critical part in building long-term relationships, driving customer retention, and expanding account value.
Client Success Managers will manage the relationship with key decision makers and stakeholders from their assigned set customer list and, through collaboration between customers and internal teams. They will manage projects and outcomes ensuring the customer receives the optimal experience.
This role will report to the Director of Client Success within the Client Service department, Cloud Operations.
Compensation: The base salary is between $50k-$65k
Responsibilities:
- Drives the customer to value realization with their products from onboarding through the full lifecycle of the account.
- Owns managing retention and revenue increase within existing/assigned account base through cadence meetings, business reviews, and technology assessments.
- Executes the delivery of meaningful infrastructure and technology reviews on a client determined schedule
- Plans and Facilitates ongoing value realization activities as well as acts as an escalation point on issue resolution for assigned accounts.
- Independently makes decisions on escalation and alignment points throughout the organization to ensure customer needs are met.
- Accurately and timely documents and communicates risk in assigned accounts
- Creates a success plan for each customer and SAVE plans for at risk accounts and drive to completion.
- Accurately and timely documents and communicates revenue movement with assigned territory of accounts
- Collaborates with the customer to deliver company driven projects that impact infrastructure or performance
- Develops and nurtures close relationships with assigned customers in order to advocate on their behalf. Builds alignment between executives.
- Ensures high severity requests or issue escalations are resolved to customer satisfaction.
- Work cross departmentally to ensure the timely and successful delivery of services meeting to customer needs and objectives
- Contributes to campaign and product discussions in order to make sure offerings are relevant to customers by communicating research and client feedback
- Communicates with clients via help desk, chat, phones, email, in person, or other client requested methods. Some travel may be required.
- Clearly and thoroughly documents all customer interactions
Skills and Qualifications:
- Bachelor's degree in a related field, or comparable combination of education or relative experience
- 2+ years proven account management or other relevant experience
- Demonstrated ability to communicate, present, and effectively influence at all levels
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation, and presentation skills
- Excellent verbal and written communications skills
- Knowledge of the web hosting industry, RPM-based environments, basic networking concepts, compute and storage standards, etc.
- Technical understanding of preferred in web hosting platforms and applications preferred, including:
- Server administration (Linux, Windows Server, Apache, Nginx, IIS).
- Virtualization and containerization (VMware, Docker, Kubernetes).
- Hosting control panels and automation tools (cPanel, Plesk, WHMCS, Ansible).
- Databases (MySQL, PostgreSQL, MS SQL).
- Web applications and CMS platforms (WordPress, Joomla, Drupal, Magento).
- Networking and security (firewalls, load balancers, VPNs, SSL/TLS, DDoS mitigation).
- Strong familiarity with cloud platforms and services (AWS, Azure, Google Cloud, OpenStack) preferred.
- Salesforce or equivalent experience
- Phone, video conference, and in-person professional “presence”
Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- While performing the essential duties of this job, the individual is regularly required to speak and hear
- While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
- The individual frequently is required to stand and walk
- Works at a desk and computer screen for extended periods of time
- Works in a traditional climate controlled office environment or from home
- Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population
Disclaimer:
This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.
Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.Origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.