Client Success Manager
客户成功经理 我们正在寻找的客户成功管理者是 SMG 的主要客户联系，与客户和程序所有者建立牢固关系，同时帮助他们从他们的体验管理计划中获得可衡量的价值。这个角色结合了客户合作伙伴关系，项目战略，产品专业知识，培训和主动指导来改善程序健康，功能采用，使用，满意度和 ROI,同时将客户优先事项与正确的 SMG 能力连接起来。你会做什么 ·作为 SMG 程序和产品专家，展示特征并提供培训，从而提高 SMG 工具的有效利用。· 管理客户程序健康和采用，指导客户在调查设计，报告设置，邀请方法，闭环流程，数据集成以及相关项目元素中采取最佳实践。· 主动分享最佳实践，跨客户示例，培训和实际功能指导来帮助客户加强和发展他们的计划。· 将合作优先事项，成果和时间线与客户业务目标相一致，并将正在进行的工作与客户试图实现的结果联系起来。· 领导年度或半年调查和计划咨询，成熟度评估和战略伙伴关系规划，然后推动支持项目 ROI 的行动的后续推进。· 在 SMG 内部管理客户沟通与产品交付和程序更新，有效解决问题，并通过无解决危机问题的升级。· 与各个客户层面关键联系建立可信的关系，预测需求，并作为一个强大的倡导者来为客户提供服务。· 确定扩大听取频道和程序价值的机会，与销售合作增加功能，并保持出货物，客户健康输入和行动项目的精确的 Salesforce 记录。成功看起来像什么？· 30 天：建立对分配的客户计划，优先事项，利益相关者，SMG 工具以及当前的方案健康和采用机会的明确理解。· 60天：领导核心客户通信，培训和可提供后续工作，同时识别改善采用和程序健康的风险，机遇和行动。· 90 天：拥有一致的客户合作节奏，将程序活动与业务目标联系起来，推进战略计划，保持强大的销售力度可见性，并创造额外项目价值机会。
查看英文原文
Client Success Manager
What we’re looking for
The Client Success Manager is the primary client contact at SMG, building strong relationships with clients and program owners while helping them get measurable value from their experience management programs. This role combines client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, feature adoption, usage, satisfaction, and ROI, while connecting client priorities to the right SMG capabilities.
What you’ll do
· Serve as an SMG program and product expert, demonstrating features and delivering training that increases effective use of SMG tools.
- Manage client program health and adoption, guiding clients toward best practices across survey design, reporting setup, invite methods, close-the-loop processes, data integrations, and related program elements.
- Proactively share best practices, cross-client examples, training, and practical feature guidance to help clients strengthen and grow their programs.
- Align partnership priorities, deliverables, and timelines to client business objectives, and connect ongoing work to the outcomes clients are trying to achieve.
- Lead annual or semi-annual survey and program consultations, maturity assessments, and strategic partnership planning, then drive follow-through on actions that support program ROI.
- Manage client communication around deliverables and program updates, resolve concerns effectively, and escalate critical issues through seamless resolution.
- Build trusted relationships with key contacts across client levels, anticipate needs, and act as a strong advocate for the client within SMG.
- Identify opportunities to expand listening channels and program value, partner with Sales on additional capabilities, and maintain accurate Salesforce records for deliverables, client health inputs, and action items.
What success looks like
· 30 days: Build a clear understanding of assigned client programs, priorities, stakeholders, SMG tools, and current program health and adoption opportunities.
- 60 days: Lead core client communications, training, and deliverable follow-through while identifying risks, opportunities, and actions that improve adoption and program health.
- 90 days: Own a consistent client partnership rhythm that ties program activity to business objectives, advances strategic plans, maintains strong Salesforce visibility, and surfaces opportunities for additional program value.
Why you’ll love SMG
· We work with some of the world’s biggest and most valued brands.
- We’re fully remote, and we’re staying that way.
- We offer competitive compensation and benefits, which include but aren’t limited to:
- Unlimited PTO
- Extended parental leave
- Company-issued equipment and tools
- A culture built on connection, collaboration, and continuous improvement
What you’ll bring
· Bachelor’s degree or equivalent work experience.
- Minimum 2+ years of experience in client success, account management, consulting, customer experience, or another customer-facing role.
- Working knowledge of client success, customer experience programs, retention, and value realization.
- Strong relationship management skills with clients, executives, and internal cross-functional partners.
- Demonstrated ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, client communications, and program health across multiple accounts.
Preferred:· Previous roles in client success, account management, CX, customer feedback, market research, consulting are ideal.
Who we are
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands. With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Originally posted on Himalayas