The Client Success Manager at ALM Corp plays a critical role in driving client satisfaction, success, and retention. This position is responsible for managing client relationships, identifying growth opportunities, resolving concerns, and collaborating with cross-functional teams to improve processes and outcomes. You will serve as the main point of contact for key accounts, ensuring client needs are met and exceeded.

Key Responsibilities:

🧭 Client Satisfaction & Retention

Monitor and improve client satisfaction scores with a target of 90%+ promoter bracket.
Respond promptly to client feedback, concerns, and escalations—aiming for resolution within 24 hours.
Proactively implement initiatives to increase client retention and reduce churn.
Act as the client advocate internally, ensuring their voice is heard and needs are addressed.

🤝 Relationship Management & Growth

Develop strong, long-lasting relationships with key clients through regular check-ins, strategic reviews, and value-driven communication.
Identify upsell and cross-sell opportunities aligned with client goals and work with the Sales team to act on them.
Drive client renewals by demonstrating measurable value and consistent performance.

🔄 Cross-functional Collaboration

Work closely with internal teams (Sales, Project Management, SEO, Paid Media, Web Development, and Strategy) to align on deliverables and timelines.
Facilitate internal communication on client feedback, expectations, and areas for improvement.
Lead quarterly interdepartmental reviews to enhance workflows.

📊 Data Analysis & Reporting

Analyze client feedback and performance data to identify trends, gaps, and improvement opportunities.
Prepare monthly performance reports with actionable insights for both internal use and client presentation.
Manage Net Promoter Score (NPS) tracking and analysis across accounts.

Key Performance Indicators (KPIs):

✔ Client Satisfaction

Maintain a satisfaction score of 90% or higher; aim for the majority of clients to be in the promoter category.
Achieve a 95%+ resolution rate for client escalations within 24 hours.
Show year-over-year improvement in client retention, renewal, and escalation metrics.

✔ Process Improvement

Identify and propose process improvements annually with measurable impacts.
Lead or participate in quarterly collaboration sessions to enhance internal workflows.

✔ Revenue Growth

Increase average Client Lifetime Value in the first 12 months.
Support revenue expansion through client account growth and new opportunity identification.

✔ Reporting & Feedback

Deliver comprehensive monthly client performance reports.
Conduct quarterly feedback sessions with clients, documenting key insights and action items.

ALM Corp

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Client Success Manager