Client Success Manager

Reporting Location: Hybrid
Weekly Hours: 40
Weekly Shift: Core work hours of 9am-3pm PST Monday-Thursday in the office, WFH on Fridays, schedule of remaining 10 hours TBD.
Hourly Rate: $32.00 Starting

Job Overview:

We are seeking a results-oriented and experienced individual to lead our Client Success team at Dental Sleep Profits. As the Manager of our Client Success and Onboarding Specialists, you will play a pivotal role in ensuring the satisfaction and success of our clients. This position requires a strategic thinker and exceptional leadership skills.

Responsibilities:

• Team Leadership: Lead, mentor, and inspire a team of Client Success and Onboarding Specialists to achieve individual and collective goals. Foster a positive and collaborative team culture.
• Client Relationship Management: Develop and maintain strong relationships with key clients. Act as the main point of contact for escalated client issues and ensure effective resolution.
• Strategic Planning: Work closely with the leadership team to develop and implement strategic initiatives that enhance Client Success, satisfaction, and retention.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the success of the Client Success team. Implement strategies to continuously improve team performance. Prepare and present regular reports on Client Success team metrics.
• Training and Development: Provide ongoing training and development opportunities for the Client Success team. Ensure team members are equipped with the knowledge, skills, and tools needed to excel in their roles.
• Collaboration: Collaborate with cross-functional teams, including Marketing, Sales, and Product Development, to align Client Success strategies with overall business objectives.
• Client Feedback: Gather and analyze client feedback to identify areas for improvement and innovation. Implement changes and enhancements based on client insights.
• Performance Analysis: Monitor and analyze client usage patterns to identify areas for improvement. Prepare and present regular reports on Client Success metrics.

Qualifications:

• Proven long-term experience in a Client Success or account management role.
• Strong leadership skills with the ability to motivate and guide a team toward success.
• Some level of understanding of digital marketing strategies, including SEO, SEM, social media, and content marketing preferred.
• Excellent communication skills with the ability to articulate complex ideas and solutions clearly and understandably.
• Excellent interpersonal skills with the ability to build strong internal facing and client relationships.
• Analytical mindset with the ability to use data to drive decision-making.
• Must be client-focused. Strong client-centric mindset with a passion for delivering exceptional client experiences.
• Strong ability to organize, prioritize, and manage multiple daily needs of the team and effective at deploying strategies to ensure needs are met
• Ability to thrive in a fast-paced and dynamic work environment.
• Proven track record of meeting and exceeding client satisfaction and retention goals.
• Knowledge of industry trends and a commitment to staying informed about developments in digital marketing/Client Success.

Job Type: Full-time

Pay: From $32.00 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule
• Paid time off
• Work from home

Experience level:

• 7 years

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Application Question(s):

• Have you worked in a professional office setting?

Experience:

• Leadership: 5 years (Required)
• CRM software: 5 years (Required)
• Customer service: 5 years (Required)
• Management: 5 years (Required)

Work Location: Hybrid remote in Eugene, OR 97401