Job Summary:
The Client Success Manager (CSM) is responsible for the overarching business relationship with assigned clients, serving as the primary point of contact for all customer managed service interactions. The primary goal is to act as the clients’ trusted advisor to help the client realize value from their relationship with Diversified and ensure the client’s relationship experience is a positive one. The CSM is responsible for providing empirical measurement to ensure contractual compliance while proving value of services. Development of a strong and evolving account plan is required to track progress, elements of success and introduce opportunities for new technology. As the internal client advocate, the CSM provides direction and support to their operational colleagues working in close collaboration with all departments to ensure process is followed and escalations are closely monitored. The Client Success Manager forms effective business partnerships with clients providing project oversight, proactive service, recent product & service implementation, ongoing consultative support,
and problem resolution across the entire program.
Roles and Responsibilities:
Contractual compliance, effective service delivery, SLA adherence
Contract creation, management, negotiation, renewal
Strategic account plan development and implementation
Sales Support / new business development
Integrate data into KPI Reports for user experience metrics
Be a trusted advisor to the customer. Understand and manage customer outcomes using data and leveraging customer knowledge and established relationships
Understand the customer wholistically, including their business model, goals, projects, timelines, IT, and more. As proactively as possible, anticipate the needs of the customer, and their next steps in the lifecycle journey with Diversified
Advocate for the customer by sharing information/data with Diversified customer facing teams
Collaborate closely with Client Success team members (