Client Success Manager - Home based/remote

Open - dependent on experience - Product
Ref: 576 Date Posted: Monday 22 Apr 2024
We’re working with a leading global healthcare insurance solutions tech-co based in Bristol, looking for an experienced Client Success Manager to work closely with a range of international clients.
What’s involved?
The Client Success Manager will establish and improve client success best practices with clients once they have transitioned to being live users, becoming the primary contact and trusted advisor within the business. The CSM will focus on developing long-term relationships with clients and be there to ensure they have a positive experience and drive value from the products and solutions.
  • Conduct regular account calls and be their go to person for any escalation required
  • Conduct site visits to:
    • Present areas of improvement or concern based on data analytics and client benchmarking.
    • Present opportunities for upgrades, highlighting unused capabilities, promoting the value of the product.
    • Facilitate an annual product Health check.
    • Ensure internal knowledge of the client is maintained and accurate.
  • Be the advocate for the client, representing their best interests internally.
  • Review customer complaints and concerns and seek to improve customer experience.
  • Using their close relationship with the client, the CSM will look to sell new services, focussing on increasing recurring revenue and maximising ROI for the client.
  • Establish and maintain the client satisfaction process, ensuring measures are in place, monitored and recommendations are produced.
  • Prepare an annual budget for each client, financially but also with a list of initiatives, monitor the budget and report variance.
And who are we looking for?
  • Someone with experience in a Client Success Manager position
  • Software industry, solutions or global healthcare insurance sector experience
  • Someone personable, articulate with a great business brain
  • Strong relationship building and relationship management skills
  • The perfect mix of customer centric and commercial outlook
  • Happy with international travel to client sites