About The Role
The Client Success Manager II (CSR II) is pivotal in driving long-term client satisfaction and success through strategic engagement and proactive service. The Client Success Manager II takes on an expanded portfolio of accounts; including designated VIP clients and is responsible for managing accounts with advanced integration needs. Building on the foundation of the Level I role, this position requires greater analytical skills, a higher volume of active accounts, and a deeper command of complex technical implementations to deliver an elevated service experience.
What You'll Own & Drive
Relationship Building:
- Regularly engage with clients to strengthen loyalty and trust in the services provided.
- Act as the dedicated point of contact for designated VIP accounts, providing elevated service, strategic guidance, and white-glove attention.
- Manage a larger portfolio of accounts than Level I, maintaining consistent service quality and engagement across a high volume of clients.
Proactive Account Wellness Screening:
- Conduct periodic assessments to gauge client satisfaction, identify potential issues, and recommend improvements.
- Monitor account performance to ensure clients are utilizing services to their full potential.
- Provide personalized recommendations based on wellness screening findings to enhance client success.
- Oversee accounts utilizing advanced integrations, proactively monitoring issues and coordinating solutions with technical teams.
Profitability Analysis:
- Analyze client profitability to ensure our services are delivering maximum value.
- Identify growth areas and opportunities to enhance the client's experience and financial outcomes.
- Share actionable insights with clients on optimizing strategies and increasing value.
- Develop tailored strategic growth plans for VIP accounts, identifying upsell opportunities and ensuring long-term retention.
Addressing Account Inquiries & Issues:
- Serve as the primary point of contact for client service inquiries, ensuring issues are resolved timely and professionally.
- Collaborate with internal teams to address complex account-related issues and ensure overall client satisfaction.
- Perform additional tasks and responsibilities as assigned by management
Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- Minimum 5 years of experience in client services or account management, with a proven track record of enhancing client satisfaction and profitability or at least 1 year in a client success role at POS360, Inc.
- Proficiency in CRM software, Microsoft Office, and other digital productivity tools.
- Strong analytical skills to conduct profitability analysis and monitor account performance.
- Excellent interpersonal and communication skills, capable of building strong client relationships.
- Proactive problem-solver with a keen ability to identify and address potential issues before they escalate.
- Teamwork skills, able to collaborate effectively with various internal teams.
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off
- Flexible working hours
- Free on-site gym access
Position is full-time from our Westlake Village, CA office with up to 25% Travel
Compensation: $72,000 - $105,000 annually depending on experience
