What Does A Client Success Manager Do?

[00:00:00] Intro: Welcome to Financial Snickens, your bite-sized information for entrepreneurs. [00:00:12] Alisa McCabe: Today we're talking about how a client's success manager will benefit your business. Knowing what your client's experiences are, is crucial. If you don't have a client success manager, you might be missing out on a big opportunity. In my company, we have been growing for the last 10 years, and one thing has always remained important, our client experience with us and the services they receive. [00:00:37] Throughout the last decade, our company has changed from working with small solopreneurs to larger firms with employees, but no matter the size, We are very concerned with the experience that they have with us from the get-go. First impressions are everything. That is why we're using a client success manager. [00:00:59] The role of the client success manager is to be accountable for the client experience, understanding the client's needs and solving long-term problems. They're responsible for managing the interactions between customers and the company, and they act as an advocate. For customer facing employees, they're a guide for new clients and also existing clients. [00:01:24] They are fostering customer retention by ensuring a smooth customer journey, as well as training employees on how to provide excellent customer service. Client success managers actively collect and analyze data to improve customer service through surveys and meeting with clients. What they're providing is information about how your customer service is and how it can be improved. [00:01:53] Client success managers reach out to new clients within three months of the engagement with a survey and a short meeting. This ensures that all promises that were extended in the proposal are met and reviews areas where the services can be improved. They then communicate back with the team to let them know what steps they need to take to ensure a harmonious relationship. [00:02:17] If someone on your team thinks that maybe there's an opportunity with a client, that they can serve the client better by offering additional services or discovers an issue with a service. The client success manager is the perfect person to go to. This allows that team member to stay in their role and for the client success manager to take over with their excellent resolution skills to either help the client get no service or give them a resolution to a problem with whatever service they're having. From the client's perspective, having a client success manager means that they have one more person looking out for them and the welfare of their company, and they don't have to manage that person. Not to mention they have another resource to go to if there's an issue or if they have a question. [00:03:08] A great client success manager is the perfect solution to achieve the highest quality of customer care without putting more on the plates of your team. When you hire a client success manager, it means you'll have someone to conduct careful monitoring of the team training, ample client interactions, and problem solving. [00:03:28] Adding benefits for all parties involved. So what do you think? Are you ready to take the plunge to add a client success manager, or do you already have a client success manager and you have a great success story? Let me know. Head over to my website, firststepsfinancial.com, or send me an email at Alisa@first stepsfinancial.com and we can talk about client success managers looking forward.