The Client Success Performance Manager is responsible for cultivating and maintaining strong relationships within assigned accounts, ensuring they are optimizing our solutions (software products and services) to receive the highest return on investment and meeting agreed client and company success metrics. The primary goal of the Performance Manager is to retain accounts, achieved through successful onboarding, consistent performance management, and compelling recommendations for additional solutions, services, and best practices.
Our role is a hybrid position located in Huntersville, NC!
Responsibilities:
- Build strong relationships with all key stakeholders in assigned accounts by serving as the primary point of contact, understanding customer success criteria, and providing performance management guidance as a trusted advisor.
- Perform initial onboarding of accounts, across multiple products, ensuring strong adoption and ongoing engagement throughout the customer lifecycle.
- Optimize performance with our solutions by conducting monthly client success reviews, identifying trends, capturing client feedback and adding value through best practice and product settings recommendations.
- Evaluate risk management (red flags) for each client and proactively mitigate lost business through account engagement or timely escalation and ultimately drive retention of accounts and revenue.
- Proactively work to grow the account and enhance the client’s performance success through effective cross-sell/upsell of additional solutions.
- Be a customer advocate; capture and share the voice of the customer and client best practices with internal teams, including Client Experience and Technical Support, by documenting with quality input into Salesforce.
- Develop and continually improve knowledge of all company solutions and best practices, key competitive alternatives, and contextual business acumen and understanding of our clients business model.
- Understand and adhere to processes for client onboarding, performance management, solution upsell, client communication and overall quality documentation of activity in Salesforce.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account retention and account growth.
- Work closely with Sales, Client Experience, Support, Billing and Technical teams to ensure an exceptional customer experience and prompt resolution of any customer issues.
Skill / Experience Requirements:
- Bachelor’s Degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development, Account Management, or related field. Automotive industry experience a plus.
- Proven experience building strong customer relationships and efficiently communicating internal and external voices.
- Excellent multitasking and project management skills; well-organized with a high attention to detail and ability to prioritize.
- Experience engaging with customers in a consultative role, influencing behavior changes and adoption of best practices.
- Understanding of Internet and web applications (SaaS) with a curiosity and capacity to learn new technologies.
- Strong phone, written, verbal communication skills and ability to present to multiple levels of customer contacts (senior/executive, managers, and end users)
- Confident, high energy, self-motivated and a true team player
- Demonstrated ability to work and excel in a fast-paced environment, both onsite and hybrid (work from home) schedule
- Proficient with Salesforce, Microsoft Office, and Google applications
- Ability to travel, as needed.
