Client Success Manager
IncluDe is a digital design and development agency that helps social impact organizations tell their stories digitally through Web Design, Graphic Design and User Interface/User Experience design. A Forbes and Boston Magazine acclaimed company, IncluDe is a proud advocate for inclusive design and development.
Our mission is to change the face of tech. We are developers, designers, strategists, and most importantly activists. Together we take on diverse clients and projects that make a positive impact on the world around them. We work closely with our clients to provide personalized digital solutions that engage, delight, and inspire.
Client Success Manager
IncluDe is seeking a motivated, proactive and energetic individual to join the team as a Client Success Manager (CSM). The CSM will report to the Chief Executive Officer and work closely with the Product Development team. As the face of IncluDe, you will be the central point of contact for clients during and after projects and provide recommendations for how IncluDe can better serve its to not only help manage but also grow their businesses! By joining our team, you will become the fuel that keeps our client's businesses powered. If you are ready to be a major contributor to the future of the social impact industry, then come check us out!
Cool Things You’ll Do:
Be the central point of contact and the first-responder for our clients (think air-traffic controller).
Develop a trusted advisor relationship with key customer stakeholders
Establish and deepen relationships with IncluDe clients by understanding their business objectives and providing recommendations on how IncluDe can best support them
Consult with clients to provide personalized recommendations to ensure your customers maximize value from their websites
Function as the voice of the customer and provide internal feedback on how IncluDe can better serve our customers
Engage closely with the CEO and Project Managers that influence the direction of the account.
Communicate challenges and concerns of the client to the Project Manager and, when necessary, brainstorm solutions to customer service issues.
Maintain high performance even when under heavy pressure or stress.
What you bring
At least 2 years of related customer service experience
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
Solid communication skills with the ability to manage tough conversations in a professional and solution-oriented manner
Assertive, positive and effective communication skills – both written and oral – with considerable attention to detail
Fast learner, adept at understanding and articulating new technologies and corresponding value propositions
Strong people skills and ability to resolve conflict
Ability to thrive in a dynamic, fast paced start up environment, while managing a high volume of calls and emails
Flexibility and adaptability to a high growth and evolving organization. Scrappy by nature.
Ability to quickly and proficiently understand and absorb new information and apply it to the job...and get results!
Enjoys working closely with customers to ensure complete satisfaction
Proven track record in managing clients, client retention, and growth