Client Success Manager

3 days ago

Vancouver, Canada Info-Tech Research Group International Full time

**Position Purpose**

The Client Success Manager role is a service delivery position focused on client service and retention rather than business growth and development. The goal is to achieve world-class levels of client support, value-oriented usage, retention, and loyalty, ensuring clients maximize the value of their purchased ITRG services.

**Duties & Responsibilities**
- **Relationship Management**:
- Proactively build, develop, and manage relationships with existing Members (ranging from senior C-level executives to junior professionals) over the phone to ensure engagement and maximize return on investment.
- Partner with Sales Executives to manage and retain client relationships and build Member loyalty.
- Become a strategic partner to Members by staying updated on their key challenges and opportunities.
- **Client Engagement & Support**:
- Drive continuous Member usage of the purchased services by connecting key business decisions and initiatives to ITRG expertise.
- Act as the main point of contact for Member support regarding their ITRG services.
- Understand and capture how Members measure value and ensure this is over-delivered throughout the contract lifecycle.
- **Value Delivery & Retention**:
- Regularly meet with Members virtually to understand their business priorities and recommend a program of action that drives high value, client retention, and return on investment (Key Initiative Plan).
- Onboard new Members with Sales Representatives, introducing them to their purchased ITRG services and capabilities.
- **Collaboration & Product Knowledge**:
- Stay updated on new ITRG product offerings.
- Work with Sales Executives to transition uncovered upsell or cross-sell opportunities.
- Collaborate with internal ITRG colleagues to maximize the value delivered to Members.

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