Client Success Manager (CSM)
Location: US, MA, Westborough
Company profile: Consulting: Our efforts are to help clients throughout their business including product development, HR, marketing, other disciplines.Social Media: We take social channels and platforms to the front lines for our clients & their brands. Our services include training, management, strategy, monitoring, publishing, and lead generation/sales all around the "Social Media" sphere. The entire team is passionate about social engagements through results and creative thinking.Valued team members are important to us. We'd love to hear from you if you see an open opportunity that fits your experience and interest. If you meet and exceed the following values, you're in the right place.
Description: The Sigma7 Group CSM is the primary liaison between our client and Sigma7 Group's internal organizations. The CSM is responsible for managing initial implementations of new engagements and for on-going client relationships, including communications, continual service improvement, problem resolution, regular service reviews, billing, and business development. CSMs oversee projects and workflow as necessary to make sure all service requests are addressed, customer relationship is profitable, and customer satisfaction level is maintained.Additionally the role of a CSM helps to manage Brand Ambassadors (who perform work on behalf of our clients) to oversee the success of our clients' goals along side the work Brand Ambassadors perform.Primary ResponsibilitiesCreate and grow client relationshipsAdvocate on behalf of the client; voice client needs and concerns to company ExecutivesWork with client to understand current and future business needsManage implementation of new engagements and service upgradesWork closely with the managers and staff of internal teams to facilitate efficient management of workflow for client engagementsEnsure that services are provided in accordance with contracts and client expectationsCreate and deliver monthly compliance and other reports to clientsMonitor, manage, report status and resolve issues as neededContribute to the preparation of Proposals, Statements of Work, Change Orders, Master Service Agreements, and Service Level AgreementsResolve service delivery issues in a manner that fosters client retentionOversee Brand Ambassador deliverables in accordance to Client expectations and agreementsManage Brand Ambassador utilization activityQualificationsFull understanding of Social Media marketing and its impact on business (we'll also train you)Commitment to high quality, attention to detail, and ability to manage multiple clientsExcellent project management skillsExcellent written and verbal communication skillsExperience interacting with clients up to the “C” levelProven ability to interact with clients in a positive and responsive mannerProven ability to manage workflow among internal teamsExperience tracking and communicating project status, plans, issues, timelines, etc.Professional, friendly communication skillsAbility to manage fast-paced environment, and adapt to constant changesPreferredExperience in a consultative business modelFluent in English as native languageEnjoy technology and the energy of a young start-up
Requirements: Education: Bachelor’s degree or equivalent experienceExperience in client management in a consulting or service company, including operations, marketing, and/or social media managementPositive, professional attitude and demeanorEnthusiasm for the work and for challenges as yet undefined
Benefits: Sigma7 Group is a fast-growing, Westborough, MA based team of process and information professionals who provide our clients with high-value business solutions based on experience, best practices, and creativity. We specialize in operations, marketing, and social media management. In addition to our business expertise, we build relationships based on these core company values:Quality: We deliver high-quality services and do not settle for “good enough.” Integrity: We choose to do “the right thing” regardless of circumstances. Relationships: Relationships come first. Services and revenues follow. Communication: Quality services and relationships rely on honest, two-way communication Teamwork: Great teams can achieve extraordinary results Respect: We respect ourselves, our colleagues, our clients and our work.
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