DaySmart is a provider of business management software that specializes in providing scheduling and workflow solutions to businesses around the world
We provide award-winning business software to thousands of users in a variety of industries
With our DaySmart Appointments software we work with some of the largest companies in the world solving big problems
This ranges from supporting small entrepreneurs in a vast range of industries to the largest automotive retail companies in the world
We are currently looking for a Client Success Manager (CSM) who will own a portfolio of existing clients
As a CSM, you will be responsible for building and maintaining strong working relationships with our client s users, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities
RESPONSIBILITIES
Teaming with Marketing, Sales, Client Support, Product Development, and Professional Services , you will be responsible for understanding the near and long-term vision of the customer.
M aintain a high level of customer satisfaction by being an advocate and liaison between our customers and the internal operations at DaySmart Appointments.
Understand the client s business (priorities, business levers, audience etc.), objectives , products, marketing strategies, competitors, operational sensitivities, and technical capabilities - YOU are an extension of their team.
Manage multiple client relationships.
Develop and maintain a strong rapport with clients.
Expose account growth opportunities and turn into revenue generation.
Triage clients who may be a churn risk and work to proactively resolve challenges/ issues.
Work with Onboarding team to assist with initial adoption, ensuring quick client stability within the system.
Manage a proactive and effective renewal process for Enterprise clients with regular touchpoints.
Communicate technical solutions to deliver on clients desired outcomes.
Being part of a cross-functional team to ensure quality delivery for customers .
Serve as a trusted advisor for clients, and an internal advocate for their needs and requests .
Track and report against various CSM and Client metrics .
Be a voice fo r clients internally and help senior leadership understand product/services concerns, shortcomings, and desired offerings .
Drive resolution of escalated account issues in coordination with Billing, Support, and other departments .
REQUIREMENTS
At least 3 years in a customer facing role (customer support, account management, customer success, consulting, etc.)
Previous experience within a software or SaaS organization .
Passionate about delivering value, nurturing and growing accounts, customer happiness, service mentality.
Ability to effectively implement account management and customer success strategies .
Solid analytical skills, critical thinking skills and problem-solving skills .
Strong verbal and written communication skills .
Experience managing complex customer relationships and expectations .
Ability to work in a fluid and changing environment .
High aptitude and understanding of technology .
Self-starter and ability to thrive in a fast-paced environment .
