Client Success Manager

Crafty•Chicago, IL

3h•$75,000 - $85,000

About The Position

Crafty is seeking an established Client Success Manager to own client relationships with a diverse book of business. Your main areas of responsibility will be client satisfaction, retention, and growth. This role prioritizes client satisfaction through proactive engagement and a client-centric mindset. The ideal candidate will demonstrate strong communication skills to build trust, resourcefulness in navigating complex accounts, and advanced organizational abilities for managing multiple clients efficiently. A strategic outlook ensures alignment with client’s business goals, driving growth and retention. Additionally, a positive attitude and a passion for continuous improvement enhance the ability to deliver a seamless client experience. If you are a self-starter who finds satisfaction in making clients happy and navigating complexity with ease, we want to hear from you!

Requirements

3+ years in a Client Experience and/or Account Management role.
Experience working cross-functionally
Ability to work within Google Suite, Project management platforms (Notion, etc), Customer Relationship Management platforms (HubSpot, Zoho, Salesforce, etc), Microsoft Suite (Excel & Word)

Nice To Haves

Food & Beverage industry experience

Responsibilities

Client-Centric Approach: You achieve high customer satisfaction (CSAT) and drive revenue growth through a commitment to world-class service. You prioritize client satisfaction and build strong relationships across multiple accounts by understanding their needs and providing tailored support.
Engagement: You assist in developing plans to address client pain points and help evolve client programs across locations.
Proactive Service Delivery: You deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams. You possess a capability to manage 25 - 35 accounts effectively, achieving high customer satisfaction (CSAT) and driving annual revenue growth of $500k.
Strategic Alignment: You’re skilled in aligning with client business strategies and goals, and creating a customer success journey to meet desired outcomes.
Program Oversight: You manage programs from start to finish, ensuring they meet client needs and expectations.
Team Collaboration: You facilitate teamwork across functions to support the development and delivery of services for clients.
Clear Communication: You leverage your expertise to communicate effectively with clients, providing tailored recommendations and guidance on program status while promptly addressing their needs to ensure a seamless client experience.
Business Reviews: You assist in conducting regular reviews with clients to evaluate their programs and ensure a seamless experience.
Relationship Management: You support the onboarding of new clients and work to identify growth opportunities within existing accounts.
Proactive Communications: You get in front of messaging to ensure the client is clear on what’s happening, why and when, especially when challenges arise.
Active Listening: You excel in listening and understanding clients' needs to foster strong connections.
Clear Messaging: You can convey important information effectively, both in writing and during meetings.
Resourcefulness: You maintain a positive attitude and adjust your focus as circumstances change, embodying a resourceful and hardworking approach.
Strategic Problem-Solving: You identify potential issues early and address them proactively, maintaining a positive outlook even in challenging situations.
You own and optimize client-level P&L for your specific book of business
You effectively manage client budgets by proactively communicating with clients to accurately forecast consumption and adjust budgets accordingly
You accurately execute monthly billing and invoicing in coordination with local teams