Client Success Manager
Company: Perseus Operating Group
Location: Newport Beach
Posted on: January 14, 2023
Job Description:
Role:
The goal of CAKE is to solidify and grow our client base through
the cooperative efforts of employees at all levels. To help us
achieve this goal, we promote professional development to serve the
needs of our employees and the growth we are building together. By
working together, increasing efficiencies and focusing on quality
and profitability, we will prosper in any economic environment.
As the face of CAKE, all Client Services team members are an
advocate for CAKE clients and help them to reach their business
needs and goals by using the CAKE software efficiently and
effectively.
As a Client Services team member, your role and responsibilities
have a foundation in the following areas:
- Team: Be available to each team member and open to help when
possible. Conduct yourself in a professional manner, treat people
with respect and empathy. Celebrate team successes.
- Leadership: Be an example of exceeding expectations and going
above and beyond. Be collaborative and innovative with clients and
the CAKE team.
- Knowledge: Strive to learn more in both the industry and the
product. Have a natural curiosity to develop your knowledge and
education in your profession.
- Client Health: Maintain an intimate understanding of your
client's health and strive to increase their health however
possible including the following but not limited to:
- ENGAGE: Create meaningful and long-lasting relationships with
clients
- EDUCATE: Teach clients best practices and functionality
- STATUS: Have an intimate and available knowledge of each
client
- GROW: Enable clients to expand and grow their business and use
of CAKE
- SUPPORT: Support each client and team member with empathy
- Problem Solving: Break down ambiguous problems into concrete,
manageable components and think through optimal solutions
- Ownership: Take a high degree of ownership over your work. Be
the lead and point person when advocating for your client
Communication: Be a clear communicator with professional presence.
Be open to input from other team members and departments
Essential Functions and Responsibilities
Team Engagement
- Work closely with CSM team to onboard all new assigned
clients
- Attend all Client Services meetings and product meetings as
invited
- Actively engage with team to present ideas or client use
cases
Communication (written and oral)
- Clearly communicate complex features or ideas in an easily
digestible manner for clients to interpret and apply to their
business needs
- Use concise vocabulary to convey best practices and setup
procedures within CAKE
Responsibilities:
- Learn and become very proficient with the CAKE software
platform
- Manage day-to-day communications with client once
implementation is complete
- Become very familiar with client and their business needs and
how CAKE presents value to their business
- Provide ongoing consultative support and training to client for
existing and new features
- Coordinate client outreach and follow-up on system updates,
maintenance, and other subjects as necessary
- Assist in creating and/or maintaining product documentation
such as user guides, FAQ, and other training materials
- Work closely with the Technical Support team to troubleshoot
problems and document product enhancement requests from
clients
- Generate reports and perform data analysis per clients'
needs
- Identify upsell opportunities to expand CAKE's offering within
existing clients
Administrative Tasks
- Update and maintain all relevant SalesForce fields and
reports
- Log all emails and calls in SalesfFrce
- Maintain account notes at the Account and Instance level in
SalesForce and Confluence
- Be mindful of the tickets your clients are submitting (key
accounts must be a watcher on tickets submitted) and liase with
Support team as necessary
- Meet weekly with manager to discuss issues or special notes for
your clients and their status
- Anticipate client needs through analyzing data
Knowledge, Skills and Abilities (computer, math, language,
interpersonal)
- Intermediate to advanced user level of: Microsoft applications,
spreadsheets, presentations, internet software, e-mail. Uses the
Internet to source information about current client success
techniques. Working knowledge of HTML, XML, Javascript, Basic web
technologies (DNS, HTTP, SSL), Web Services/API's.
- Deep understanding of using the following tools: Freshdesk,
Jira, Firebug, SalesForce, Gainsight
- Ability to analyze data with advanced excel tools, troubleshoot
and find solutions to complex business problems
- A deep understanding of the online advertising and performance
marketing industries
- Requires basic math skills.
- Ability to read and comprehend instructions. Ability to write
clear and concise letters and emails. Extremely effective
instructive abilities as well as presentation skills.
- Must be able to work effectively with employees and clients at
all levels in an objective and professional manner when responding
to questions and soliciting information related to client success
needs. Proven capability in building effective business
relationships via phone and email
Educational/Experience Requirements
- Bachelor's Degree preferred, 1-3 years operations and
administration experience including exempt and non-exempt
positions. Will consider experience in lieu of a degree.
- Previous experience in any of the following is a plus:
Freshdesk, Jira, Firebug, SalesForce, Gainsight.
- Experience using tracking platforms is preferred.
Physical Requirements
The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this job.
- Includes occasionally lifting and carrying and/or moving up to
25 pounds. Working at a computer for several hours during the day.
Also involves regularly standing, walking, reaching, talking,
listening, hearing, and use of close and
- distant vision.
- Reasonable accommodations will be evaluated and considered to
enable individuals with disabilities to perform the
- essential job duties.
- Ability to work online, with the majority of working hours
overlapping 8am-5pm Pacific Standard Time (at least 6 hours should
overlap)
Keywords: Perseus Operating Group, Newport Beach , Client Success Manager, Executive , Newport Beach, California
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