We are a dynamic and growing company committed to delivering exceptional service and value to our clients. Our mission is to foster long-term relationships and drive success for our clients through innovative solutions and dedicated support.
**Position Overview:**
We are seeking an experienced and motivated Client Success Manager to join our team in Houston. The ideal candidate will have at least two years of experience in client success, with a proven track record of managing churn and increasing client lifetime value (LTV). This role involves creating and implementing Standard Operating Procedures (SOPs) using project management principles to ensure client satisfaction and drive business growth.
**Key Responsibilities:**
1. **Client Relationship Management:**
- Develop and maintain strong relationships with key client stakeholders.
- Serve as the main point of contact for assigned clients, addressing their needs and concerns promptly and professionally.
2. **Churn Management:**
- Monitor client engagement and identify potential risks of churn.
- Implement strategies to retain clients and reduce turnover.
- Conduct regular check-ins and reviews to assess client satisfaction and resolve any issues.
3. **Increasing Lifetime Value (LTV):**
- Analyze client data to identify opportunities for upselling and cross-selling additional services or products.
- Develop and execute plans to enhance client engagement and drive growth.
- Track and report on key performance metrics related to client success and LTV.
4. **Standard Operating Procedures (SOPs):**
- Create, document, and maintain SOPs to streamline client success processes.
- Utilize project management techniques to ensure efficient implementation and adherence to SOPs.
- Continuously evaluate and improve SOPs based on client feedback and performance metrics.
5. **Project Management:**
- Manage client projects from inception through completion, ensuring timely and successful delivery.
- Coordinate with internal teams to align resources and address client needs.
- Track project progress and provide regular updates to clients and internal stakeholders.
**Qualifications:**
- Bachelor's degree in Business, Management, or a related field preferred.
- Minimum of 2 years of experience in a client success or account management role.
- Proven experience in managing client churn and increasing client lifetime value.
- Strong project management skills with the ability to develop and implement SOPs.
- Excellent communication and interpersonal skills, with a client-focused attitude.
- Ability to analyze data and make informed decisions to drive client success.
- Proficiency in CRM software and project management tools.
**What We Offer:**
- Competitive salary within the range of $50,000 - $80,000 per year.
- Hybrid work arrangement with flexibility.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
**How to Apply:**
Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to courtney@alpha-media.co with the subject line "Client Success Manager Application - [Your Name]."
We look forward to finding a dedicated professional who is passionate about client success and eager to contribute to our team's growth and success.