Client Success Manager
4 weeks ago
Description:
Reporting to the Manager, Client Success, the Client Success Manager plays a key role in driving client goals, retention efforts of our clients, and the efficiency of our renewals and account management process. This role will directly be responsible for the retention of the customer base within your assigned book of business and will work directly with customers, distribution partners and other stakeholders, communicate with them proactively and resolve issues to ensure they are getting the most out of their investment in Blackline products and services.
Who are you?
You believe in a customer focused company with a passion for business development through relationships and understand the value of client retention. You are an energetic leader, focused on relationships with a drive for results. You want to be constantly listening to customers and continuously test, enhance, and personalize the customer experience. You are curious, collaborative, and take ownership. You thrive in a fast-paced environment, take initiative and are a self-starter.
Responsibilities:
Renew customer service contracts through our distribution networks, preparing renewal quotes and following through to completion.
Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter.
Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth.
Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results.
Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving.
Develop customer account plans in partnership with other Blackline teams and distribution partners.
Work as an ambassador to help clients realize the full benefit of available Blackline products and services.
Provide feedback to product management team on long-term trends that may affect customer satisfaction or retention.
Actively look for ways to improve process efficiencies and effectiveness.
Other duties as assigned.
Skills and Prerequisites:
Post-secondary degree in business or marketing is an asset.
Minimum 3 years of B2B sales, or account management.
Proficient with MS Excel and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application.
Functional in using MS Office and other corporate administration tools.
Excellent customer service skills, a desire to understand each customer's needs, and help find the right solution for them.
Proven experience managing customer relationships.
Availability to travel up to 10%.
Clear communication, both written and verbal with strong interpersonal skills.
About Blackline Safety
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products - we offer the broadest and most complete portfolio in the industry. We monitor personnel working alone in populated areas, indoors within complex facilities, and employees operating in the most remote reaches of our planet. Our products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gases. Our products save lives. Our design, marketing, customer care, sales, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company.
Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions. Come join our inclusive team and start collaborating with us on exciting projects
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