Position Summary:
As a Client Success Manager at Encore, you will be responsible for nurturing and managing client relationships, ensuring the delivery of exceptional service, and driving value for our clients. Your primary focus will be to engage with clients, understand their needs, and proactively work with them to achieve their goals, while maintaining a high level of satisfaction.
Key Responsibilities:
Client Relationship Management:
- Develop and maintain strong, trusting relationships with clients, serving as their main point of contact for all matters related to our products/services.
- Act as a liaison between the client and the company, facilitating clear and effective communication.
- Work directly with the Account Managers to establish proper account governance.
Client Onboarding and Training:
- Collaborate with the Account Manager and onboarding teams to ensure a smooth transition for clients as they start using our products/services.
- Provide training and support to clients to ensure they fully understand and utilize the value of our offerings.
- Identify transition approach and resource requirements for successful onboarding.
- Manage client contracts and tools required for ongoing contract management are setup properly.
Client Needs Assessment:
- Continuously assess client needs and goals, understanding their unique challenges and opportunities.
- Work with clients to define and refine their objectives and key performance indicators.
- Work with Account Managers to build a strategy to ensure our contract meets expectations with continual care and feeding.
Value Delivery:
- Monitor client usage and performance, identifying areas for improvement and opportunities to enhance the value they receive.
- Develop and implement strategies to maximize the value of our products/services for each client.
- Address client concerns and issues promptly, working closely with the appropriate teams to resolve any challenges.
- Ensure clients are satisfied with the resolution and that their overall experience remains positive.
- Establish a strong governance model that drives the right conversations at the right levels.
- Building relationships and advocate for our clients across all of Encore.
Client Retention and Expansion:
- Identify opportunities (leads), in partnership with the Account Managers, where Encore can add value/ solutions for our client.
- Develop and execute account expansion strategies, driving revenue growth working direction with the Account Managers.
- Ensuring Services and value align with the client to properly position Encore for retention and/or potential opportunities to grow.
Qualifications:
- Ability to identify opportunities, in partnership with the Account Managers, where Encore can add value/ solutions for our client.
- Proven experience in client success, Account Management, or a related field.
- Exceptional interpersonal and communication skills.
- Strong problem-solving and analytical abilities.
- Client-centric mindset with a passion for delivering exceptional service.
- Ability to understand a client needs and translate the needs to actionable plans.
- Results-oriented with an ability to work independently as well as part of a team.
Physical Requirements:
- Prolonged periods sitting at a desk and working on the computer.
- Occasional walking between facilities.
- Occasional lifting, pushing, pulling up to 15 lbs.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
