Client Success Manager - Automotive

Gannett   •  

Rochester, NY

Industry: Media

  •  

Less than 5 years

Posted 91 days ago

This job is no longer available.

The Client Advocacy Manager will work closely with the Sales and Service teams to support them when high value clients are on the verge of leaving. They are known for their quick action, outside the box thinking, and great customer service skills when dealing with high risk situations that require tight turnarounds. The successful candidate will work each situation to ensure that we retain as many of these clients and possible.

This position reports into the Director, Client Advocacy.

 

Responsibilities:

 

  • Work through a log of high risk client issues/cancelations requests and partner with the sales and service team to strategize on way to de-risk the situation presented
  • Speak directly with clients and confidently deliver solutions to their issues to retain them
  • When needed, managing the credit process
  • Work with sales and service management to document resolutions, follow up on the resolutions, and provide guidance on how to prevent future churn risk
  • Execute other duties and projects as needed

 

Key Skills

 

  • Ability to network with key leadership to lead through change
  • Proven ability to service and retain small and medium sized businesses a must
    • Demonstrates proficiency and mastery of key technologies and systems used in client services
    • Proficiency in written and verbal communication
    • Highly organized and demonstrates ability to follow through on what is agreed upon
    • Ability to escalate issues and resolve in a timely manner

Key Competencies

  • Decision Quality
  • Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment
  • Sought out by others for advice and solutions
  • Directing Others
  • Maintains two-way dialogue with others on work and results
  • Is a clear communicator
  • Lays out work in a well-planned and organized manner
  • Is able to develop employees that do not directly report to them
  • Organizational Agility
  • Understands the origin and reasoning behind sales and service approach
  • Understands the unique cultures of various organizations
  • Financial acumen
  • Understands lifetime customer value
  • Can present sound business cases that are “win-win” for customers and employees

Qualifications

  • 3+ years of experience in customer retention
  • Requires strong oral and written skills with a customer service focus
  • Previous background communicating, setting, and managing expectations with internal stakeholders and external client stakeholders
  • Strong analytic and quantitative skills
  • Previous experience with forecasting monthly and quarterly results
  • Ability to prioritize and handle multiple tasks while ensuring details aren’t missed