Client Success Manager

Job Overview: -

The TAM manages an assigned client base, both engaged and prospective, by acting as a technical and consultative resource that coordinates with other departments within CADeploy to facilitate client needs. The TAM ensures the highest level of client satisfaction through identification of specific requirements, transcribing these into clear communication and follow-through on commitments. The general purpose is to maintain healthy relationships and project performance through continual pulse monitoring with the client. This will include checks on service delivery performance, recognition of special requirements, flagging of risk perceptions, etc. The objective is to build and maintain a strong working affiliation for continuity of account while guiding the technical and managerial execution for efficiency and effectiveness. This role is essential to the growth plan of CADeploy as a foundation to its brand recognition for quality performance.

Responsibilities and Duties

The TAM will be expected to generally execute on the following across an assigned client base:

Serve as an important point of contact for key clients as well as all internal stakeholders.

Develop and nurture strong client relationships through top level customer service.

Know and document client requirements and concerns, understand the details of their business processes and ensure that CADeploy will appropriately meet their evolving needs.

Provide excellent, regular client communications and responsive, consistent follow-through on all issues and actions.

Coordinate and assist with the roll-out of CADeploys services offering to new clients as required.

Drive strategic planning and development of improvements and work.

Handle client requests and assist in the development of quotations/proposals ensuring that CADeploy’s standards are enforced uniformly.

Facilitate internal project hand-offs to verify that the work performed is complete and meets the clients, as well as CADeploy’s standards.

Conduct regular on-site visits (multiple CADeploy operation centres) and deliver strategy sessions to communicate significant process improvement recommendations.

Provide customized, end-user (staff) communications for all new clients engaged, ensuring a seamless and successful deployment of CADeploy’s services to their specific standards.

Act as an escalation point for technical and client service issues, as necessary.

Work with the PMO and delivery team to direct troubleshooting efforts on escalated issues as needed.

Review and approve client invoices for billing.

Responsible for developing customer relationships.

Keep clients engaged and ensure their success.

Analyse metrics and KPIs of client success.

Understand why clients cancel or upgrade accounts.

Responsible for improving customer satisfaction.

Aims at building long-term relationships with clients.

Client Handling and Client retention