Client Success Manager (Hybrid)

Job Overview

The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. The Client Success Manager position plays a pivotal role in retaining and maximizing the value of the restaurants on the network.

They will be assigned the portfolio of regional accounts, with a primary focus of retaining the accounts on the network (minimizing churn), reinforcing the value of our services (improving NPS scores), and upselling additional services (cash conversions).

This is a hybrid position and requires in office presence three days a week in Chicago (Tuesday-Thursday).

What you'll bring to the table: (Responsibilities)

• Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
• Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
• Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
• Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
• Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
• Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
• Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
• Share customer feedback and insights with the internal teams to shape future offerings.

Do you have the right mix of ingredients: (Requirements)

• At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
• Must have previous experience responding to a high volume of calls and emails related to client service.
• Must have a passion for client service.
• Experience using a CRM system such as Salesforce
• Proficiency with MS Excel, Word, PowerPoint, and Outlook.
• Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills and abilities.
• Attention to detail and excellent organization skills along with self-motivation.
• Ability to work independently and respond with flexibility.
• Willingness to learn new skills and software applications.

Comprehensive benefits package, which includes

• This is a full-time, nonexempt position; the base compensation for this opening is expected to be $34.25-$38.70 per hour ($71,240-$80,496 annualized), based on candidate experience, skills, and other factors.
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients
• 401(k) plan with a company match
• Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Two dental plan options and a vision plan
• Flexible Spending Accounts and a pre-tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
• Employee Life Assistance Program
• Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations
• Catered lunches provided on Tuesdays in our Chicago office

Expected Pay Range $71,240—$80,496 USD