Remote - Client Success Manager

Company Overview

Harbor Compliance is a fast-growing technology company reinventing how nonprofits and businesses manage critical areas of compliance. An Inc. 5000 and Deloitte Technology Fast 500 honoree, Harbor Compliance is using technology to simplify the complexities of business licensing and legal entity management.

In 2021, we merged with Labyrinth, Inc. We have scaled to 40,000+ clients and, even after 12 years, are still just getting started.
Position Overview
At the heart of our company’s success is Client Success. This isn’t just corporate lip service - this is a mathematical fact of our compounding high growth. The Client Success Manager (CSM) plays a pivotal role in ensuring the satisfaction, retention, and growth of our client base. The mission of the CSM is to champion the success of our clients by cultivating strong relationships, understanding their needs and goals, and proactively addressing any challenges they may encounter. By serving as a trusted advisor and advocate for our clients, you will drive engagement, loyalty, and ultimately, long-term success for both our clients and Harbor Compliance.

Responsibilities:

• Client Retention:
  • Identify at-risk clients through regular engagement and proactive monitoring.
  • Implementing targeted retention strategies to address client concerns and prevent churn.
  • Regularly conduct check-in meetings and business reviews to assess satisfaction levels and track progress toward goals.
• Client Growth:
  • Proactively highlight service gaps with clients to ensure total compliance.
  • Identify opportunities for upselling and cross-selling additional products or services based on a deep understanding of the client’s evolving needs, usage patterns, and business objectives.
  • Collaborate with Account Management team to successfully execute upsell and cross-sell opportunities.
• Client Satisfaction:
  • Maintain a strong understanding of different client segments, their needs, and their pain points.
  • Share client feedback internally with cross-functional partners.
  • Maintains an expert level of skill in de-escalation techniques.
• Communication:
  • Clearly communicates the scope of projects with the client ensuring the client has a clear understanding of their next steps and the process as a whole.
  • Respond to client emails, phone calls, and messages within one business day of receipt.
  • Acts as the primary point of contact for client inquiries and projects, acting as the liaison between the client and the Compliance Analyst, the subject matter expert on filing projects.
• Client advocacy
  • Work cross-functionally to resolve issues and drive positive client outcomes.
  • Conduct thorough and accurate research on behalf of the client including, but not limited to, contacting government agencies, to ensure proper account configuration
• Meets established individual and team Service Level Agreements, such as response time, client satisfaction, client retention, and client growth.

Required Qualifications:

• High school degree or GED
• 5+ years of client-facing experience in a CSM, AM, or similar role
• Strong background in achieving job performance metrics such as Key Performance Indicators and Service Level Agreements
• Excellent written and verbal communication skills as evidenced by proper use of syntax, grammar, and vocabulary within the context of engagement. Conversations demonstrate an articulate, confident, and appropriate tone.
• Written messages are organized, clear, and on-topic.
• Strong computer literacy (email, video conferencing, online research, CRM, and software navigation)
• Prior responsibility to teach or demonstrate software and/or drive adoption for functionality and navigation (internally or externally)
• Highly organized, accurate, and detail-oriented
• Ability to effectively prioritize work and multitask in a rapidly-evolving environment
• Enjoys the challenge of new, complex problems and learning new information on the fly
• Effective interpersonal, consultative, and facilitation skills
• Exceptional customer service or client relations experience
• Proven track record of working quickly while maintaining work integrity

Preferred Qualifications:

• Prior sales or service background in a similar B2B role (account manager, relationship manager, Client Success Manager)
• Demonstrated success in driving client retention and generating revenue

Location and Hours

This is a full-time position. You are welcome to work remotely or from our Rockville, MD, or Lancaster, PA, offices.

Compensation

Competitive salary and generous benefits including paid time off; seven paid holidays; health plan including medical, dental, vision, and life insurance; and a 401(k) retirement plan with a company match program.

Harbor Compliance is an equal-opportunity employer.

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