Client Success Manager

The Client Success Manager (CSM) role is crucial to ensuring client satisfaction and the successful delivery of services. Reporting to the Director of Client Success, this role is responsible for maintaining strong relationships with clients, understanding their needs, and working cross-functionally to deliver NRI’s managed solutions or provide recommendations to improve current solutions. The CSM will be the primary point of contact for managed services clients and will ensure alignment between customer strategies and the company's service offerings. The position requires an individual adept at communication, relationship-building, and coordinating with internal teams. 

Essential Duties

• Design and implement client success plans tailored to individual clients.  These success plans will include client challenges, goals, and objectives for both short and long-term road mapping.
• Coordinate cross-functional efforts among practice leaders, support resources, and client sponsors to achieve objectives.
• Collaborate with cross-functional teams, including practice leaders, support resources, and client sponsors, to achieve strategic objectives.
• Serve as the main point of contact for clients, addressing concerns and ensuring smooth communication.
• Schedule and conduct monthly and quarterly service reviews, as well as regular client calls.
• Collaborate with Account Executives to align on customer strategies, fostering mutual success.
• Understand, review, and communicate contracted services, ensuring accurate and complete fulfillment.
• Support client escalations by acting as a mediator and problem solver.
• Understand and review all signed contracts to ensure smooth delivery and scope management 
• Assist the Managing Director of Services with pre-sales and sales efforts as required.
• Collaborate closely with Account Executives to maximize revenue potential and drive the growth of client accounts.
• Grow client accounts by cross-selling additional service lines. 
• Work with practice leaders and support teams to streamline service delivery and improve client outcomes.
• Drive customer satisfaction by ensuring client requirements are clearly understood and addressed.
• Collaborate with the Managing Director of Services on future client success needs, refining processes, and deliverables.
• Provide detailed and accurate reporting to clients on service usage and effectiveness.
• Analyze and present data during service reviews to demonstrate value and identify opportunities for improvement.
• Escalate any changes in client accounts by keeping all required documentation up to date and current.

Required Knowledge, Skills, and Abilities

• 5-7 years of experience in customer success, account management, or related roles. 
• Proven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growth.  
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels. 
• Empathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customers. 
• Strong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers. 
• Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.  
• Effective communication skills to interact with clients, understand their requirements, and convey technical information in a clear and concise manner.  
• Collaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiatives. 
• Adaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needs. 
• Ability to function independently, with minimal supervision, setting direction, communicating effectively with internal and client stakeholders, and enlisting help as needed.

Benefits