Assistant Business Manager

POSITION : ASSISTANT BUSINESS MANAGER, BUSINESS TEAM

REPORT TO : BUSINESS DIRECTOR

Responsibilities:

• Establish clear retention goals to maintain zero-churn.
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of client satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing client success metrics and data as directed.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
• Optimize existing processes within the company and actively enhance all Client Experience initiatives.
• Understand customer needs to maximize retention and growth and communicate learnings.
• Deep understanding of client concerns, pain points and thoughts regarding the use of products, and the ability to troubleshoot as needed. Review customer pain points and concerns and seek to improve all aspects of the customer experience with the company.
• Maintain existing customer success metrics and data as directed

Qualifications for Client Experience Manager

• 3-5 years of experience in client service or client servicing position strongly preferred.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills in SaaS preferred, as they relate for the use of the product to service to be solid.
• Accountability, personal organization and time management are essential.
• Experience in managing a diverse group such as Government, GLC's and SME's according to company standards.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Comfortable working across multiple departments in a deadline-driven environment.t
• Active team player, self-starter, and multitasker who can quickly adjust priorities with a proactive attitude.