Position: Manager of Client Success

Job Summary:

Site Impact is looking for a Manager of our Client Success Team to help lead this newly created organization, reporting directly to the Director of Account Management. The Client Success Team is responsible for training clients how to place orders, assisting clients with questions, and ensuring orders are processed accurately and timely. The Manager of Client Success is a client-oriented individual who is passionate about relationship development and problem resolution. This person will lead the development and implementation of a new external ticketing system for Site Impact Clients. They will also be responsible for developing Site Impacts client engagement processes. You will be directly accountable for developing and managing the Client Success Team and their Key Performance Indicators (KPI’s), net promotor score response/resolution time, etc. The CSM will build and manage relationships to ensure all clients have a positive experience with Site Impact products and services. Trains and coaches new and existing employees on systems, and processes. Makes decisions for the team, develops new ideas, concepts and processes with own initiative and encourages the team to do the same. Master of Site Impacts systems and procedures.

Duties / Responsibilities include but are not limited to the following:

  • Develop and operationalize the client engagement experience
  • Implement external client ticketing system
  • Ensure all client orders are processed accurately within Service Level Agreement
  • Develop Key Performance Indicators to measure Client Success Team
  • Build and manage a team of Client Success Specialists and develop opportunities for their ongoing growth and career advancement
  • Develop strong client relationships and ensure client satisfaction
  • Develop the systems to collect and analyze data and feedback to inform our client onboarding and account growth strategies
  • Partner cross-functionally with account management, sales, fulfillment, and product development to drive improvements in the client experience
  • Provide feedback to team members on a monthly, quarterly, and annual basis in relation to performance, goals, and expectations
  • Manage team members time off requests to ensure adequate coverage
  • Conducting team meetings providing input and feedback to enhance processes

Required Skills/Abilities:

  • A true passion for clients and delivering the best possible service
  • Solution-oriented mindset to understand and solve complex client issues
  • Experience and comfort in interacting with and influencing client landscapes
  • Strong communication skills written and verbal with an understanding of situational best practices
  • Ability to lead, manage or influence both internal resources as well as client resources to achieve successful outcomes
  • Excellent analytical and problem-solving skills.
  • Team player and exceptional time management skills.
  • A sense of ownership and pride in your performance and its impact on the company’s success.
  • Excellent leadership skills
  • Ability to manage multiple projects and conflicting priorities while successfully achieving department and company goals
  • Advanced proficiency with Microsoft Office suite (Outlook, Excel, Word, Powerpoint, OneNote)

Education and / or Experience:

  • 3+ year of Managerial Experience
  • 5+ years of Client Success/Account Management experience
  • Experience within a digital marketing / advertising company a plus.
  • Bachelor's Degree or equivalent education

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Work Environment:

  • The work environment described here is representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
  • The noise level in the work environment is usually moderate.