Client Success Manager II

POS360•Thousand Oaks, CA

2d•$72,000 - $105,000•Onsite

About The Position

The Client Success Manager II (CSR II) is pivotal in driving long-term client satisfaction and success through strategic engagement and proactive service. The Client Success Manager II takes on an expanded portfolio of accounts; including designated VIP clients and is responsible for managing accounts with advanced integration needs. Building on the foundation of the Level I role, this position requires greater analytical skills, a higher volume of active accounts, and a deeper command of complex technical implementations to deliver an elevated service experience.

Requirements

Bachelor’s degree in Business Administration, Marketing, or a related field preferred.
Minimum 5 years of experience in client services or account management, with a proven track record of enhancing client satisfaction and profitability or at least 1 year in a client success role at POS360, Inc.
Proficiency in CRM software, Microsoft Office, and other digital productivity tools.
Strong analytical skills to conduct profitability analysis and monitor account performance.
Excellent interpersonal and communication skills, capable of building strong client relationships.
Proactive problem-solver with a keen ability to identify and address potential issues before they escalate.
Teamwork skills, able to collaborate effectively with various internal teams.
Candidates are required to undergo a pre-employment drug screening before being fully employed.

Responsibilities

Regularly engage with clients to strengthen loyalty and trust in the services provided.
Act as the dedicated point of contact for designated VIP accounts, providing elevated service, strategic guidance, and white-glove attention.
Manage a larger portfolio of accounts than Level I, maintaining consistent service quality and engagement across a high volume of clients.
Conduct periodic assessments to gauge client satisfaction, identify potential issues, and recommend improvements.
Monitor account performance to ensure clients are utilizing services to their full potential.
Provide personalized recommendations based on wellness screening findings to enhance client success.
Oversee accounts utilizing advanced integrations, proactively monitoring issues and coordinating solutions with technical teams.
Analyze client profitability to ensure our services are delivering maximum value.
Identify growth areas and opportunities to enhance the client’s experience and financial outcomes.
Share actionable insights with clients on optimizing strategies and increasing value.
Develop tailored strategic growth plans for VIP accounts, identifying upsell opportunities and ensuring long-term retention.
Serve as the primary point of contact for client service inquiries, ensuring issues are resolved timely and professionally.
Collaborate with internal teams to address complex account-related issues and ensure overall client satisfaction.
Perform additional tasks and responsibilities as assigned by management.