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| Position Description |
The Client Success Manager (CSM) is a strategic and supportive partner for our customers at every stage of the client process. The CSM will focus on building loyalty to ensure long-term client retention by presenting value add, addressing customer issues, and helping our sales team with upselling and additional placements.
Job Responsibilities – Client Facing Details:
· Process all client onboarding paperwork including:
o Send contract via Docusign
o ACH Draft Authorization Form
o What to Expect – Paperwork and Client meeting.
o Collect Client IT tech requests, tools, training, software, and licenses. Order all necessary items.
o Collect Associate start date details and first-day expectations.
o Forward all references, background information, personality reports, and test results to the Client.
o Schedule a Welcome Call with the Client and Associates on the first day of work.
· Establish clear Client retention goals.
· Assist Clients with setting up and navigating programs and software installations.
· Assist Clients with necessary training courses and educational materials for their Associate.
· Follow up with Clients for check-ins. Weekly, 30 days, 60 days, 90 days.
· Meet with Clients, when necessary and provide flexibility when scheduling meetings to accommodate for all Client time zones.
· Promote the value of our products and services. Introduce the Playbook in Partner Accountability Plan touchpoint meetings.
· Promote Associate milestones and achievements to clients.
· Promote additional value through ongoing customer service experience.
· Review and resolve Client complaints and concerns ongoing.
· Build a trusting relationship with Clients.
· Process all Client off-boarding paperwork when necessary.
o Send Termination of Contract letter detailing end date, Associate last day of work, and payment responsibilities per the contract.
o Submit necessary paperwork to off-board Associate. Collect Associate details from the Client if cancellation was due to unsatisfactory performance.
Job Responsibilities – Operational:
· Collaborate daily with the Associate Success Manager to review Playbook updates, Associate issues, tech needs, training needs, absences, and overtime review. Solve accordingly.
· Review monthly Client billing prorations, tech fees, and monthly payments with the Billing Admin.
· Assist with payment verification as it relates to Quick Books, Go Cardless and Bank Account. Address any NSF issues with clients.
· Verify overtime reporting and attendance reporting as it relates to monthly billing. Notify the Client of any overages before the billing cycle. Monitor ongoing overtime reporting and absences.
· Continue to monitor daily operational procedures and processes and make necessary updates and changes to ensure customer satisfaction.
· Continue to monitor recruiting service procedures, billing, and contract agreements to ensure company protection.
· Assist all new team members with email creation, sharing of necessary documents, promoting positive team culture, and warm welcome.
· Process necessary payroll and invoicing when necessary.
Requirements and Skills:
· Proven work experience in a customer service facing role.
· Experience working with brand image and promoting value through customer experience.
· Exceptional ability to foster positive business relationships and ability to communicate.
· Technical skills required as it relates to providing services.
· Update Client notes tracker details ongoing.
· Personal organization and accountability are essential.
· Experience in managing a diverse group and training according to company standards when necessary.
· High level of mathematical understanding and math reasoning.
Nice to have:
· Recruitment background
· Social Media experience.
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Additional Information |
Salary: 75000
Employment Type: Full-Time
Position Location: Atlanta , GA
Number of Positions: 1
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| Contact Information |
Rob Bramwell
rob@nexuspt.io
Phone: 4702006470
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