At cleverbridge, we're all about creating lasting relationships. Client Success Management works across boundaries - departments, countries, and functions - to develop strong and meaningful relationships with our clients that result in long-term growth. They provide day-to-day support and consultation of our clients, and ensures the delivery of operational excellence in processes, services and relations to existing clients to drive their revenue and provide a superior partnership experience. They act as a trusted partner to B2C and B2B technology vendors; using industry knowledge, proactive communication and project management skills, and a commitment to building strong relationships to drive growth in our organization. The ideal candidate is tech savvy and service-oriented with proven knowledge in e-commerce and subscription billing. We treat our clients as partners, therefore, it is critical that you have the professional skills and experience to effectively manage client relationships. Your Background

• Bachelor's Degree or equivalent experience

• 3 years of experience in a client-facing role with digital commerce or subscription billing services

• Technical savvy and analytical skills to assess and report on their process; recommending optimization strategies and solutions

• Demonstrated success in achieving retention and long-term partnerships with clients

• Excellent communication and presentation skills to lead calls, gather requirements, present business cases and consult on recommended solutions and strategy

• You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Basic Programming (HTML etc.).

Your Responsibilities

• Team up with an Account Manager to serve as central client contact. Take ownership of our core client and serves as link between the client and our company. You are responsible for solution delivery (internal and external), while coordinating internal resources
• Manages and develops client accounts to maintain favorable relationships
• Evaluates clients' needs, develops concepts and opportunities that support business processes and oversees the implementation of solutions. Ensure ongoing understanding of assigned clients' goals
• Ensure ongoing delivery of contractual commitments and service levels ("Plans and Packages," SLAs)
• Executes against operational targets (e.g. revenue, profitability and client satisfaction)
• Prepares and presents business reviews to clients and moderate/lead meetings, phone calls, onsite visits
• Maintain excellent ongoing understanding of cleverbridge solution, tools, partnerships, as well as an understanding of internal processes (such as legal, tax, compliance, finance, etc.)
• Provide expertise on current eCommerce industry best practices

Core KPIs

• Revenue retention and growth of "book" of client accounts under management
• Client SLA's (Salesforce, incident response and/or CRM)
• Productivity and/or Client Utilization Rates
• Client Satisfaction Scores

Consectetur adipiscing elit. SuspendisseStill have questions? Get in touch with us! Whether it's a role-specific question or a question about life at cleverbridge, we would love to chat with you and we'll do our best to respond as quickly as possible.

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