Client Success Manager

The Client Success Manager is the liaison between Airiam and our Clients. They are responsible for creating and fostering profitable, long-term client relationships and referrals. They ensure that clients are actively and accurately consuming the services that they purchased and work with other internal/external teams to address client needs. In addition, they will partner with other members of the sales organization to proactively sell additional services to the Airiam installed base.Supervisory Responsibilities:·        Coordinate weekly/monthly/quarterly client touchpoints/reviews·        Share client feedback with pertinent external/internal team members ·        Engage with members of the Service Desk, Centralized Services, Professional Services and Finance teams when necessary·        Oversee ticket resolution, assisting Service Desk team members to escalate tickets to achieve timely resolution Duties/Responsibilities:·        Build, strengthen, and retain long-term client relationships·        Ensure key clients are highly satisfied and profitable·        Client advocate for issue resolution·        Communicate internally and externally as required·        Escalate concerns·        Process issues to appropriate team members·        Improve client communication·        Complete and send weekly status update reports when required·        Service desk meetings - drive ticket resolution·        Evaluate data - issue, resolution, timing, etc Document resultsIdentify trends, root cause analysis, process improvement opportunities.·        Attend periodic Service Desk and Professional Services team meetings·        Conduct account review·        Strategic planning/roadmap.·        Identify future projects/timeline(s)·        Outline/discuss other Airiam Services·        Ask for referrals/testimonials as appropriate·        Drive internal process-improvement.·        Quote/project requests. ·        Evaluate existing accounts·        Conduct account survey ·        Determine touchpoint/review frequency (quarterly/semi-annual/annual) and document·           Work with Marketing on client notificationsRequired Skills/Abilities: ·        Exceptional collaboration skills for building relationships ·        Ability to be a genuine team player ·        Highly analytical - someone who uses a "design-thinking" approach to problem-solving·        A do-whatever-it-takes attitude to deliver exceptional service·        Excellent verbal and written communication skills ·        Excellent interpersonal and customer service skills·        Excellent organizational skills and attention to detail·        Excellent time management skills with a proven ability to meet deadlines.·        Passion for building brand awareness and thought leadership through the voice of the customer·        An understanding of sales, marketing and business strategy and the ability to anticipate and deliver on relevant stakeholder needs before they become burning issues

Created: 2025-05-31