Company Description
Founded in 2001, Sevaa Group is a leading provider of managed hosting as well as web and application development.
Job Description
As a Client Success Manager, you will own the customer lifecycle for each of your accounts, including the implementation of Success Programs, contributing to revenue growth, managing the onboarding process, training clients, and minimizing churn.
Responsibilities
Account Management
- Be the primary point of contact for your accounts, responding to inquiries within 1 business hour and appropriately managing customer expectations.
- Proactively maintain a regular cadence of communication with each account.
- Maintain an Account Map, understanding the role of each contact within an account.
- Understand the revenue makeup or each of your accounts.
- Schedule, prepare, lead, and deliver Executive Business Reviews.
- Manage the contract renewal process.
- Identify revenue opportunities within your accounts and collaborate with Sales on proposals.
- Sustain business growth and profitability by maximizing value while also minimizing churn.
- Ensure all communication with clients is captured in the CRM.
- Ensure account records are kept up to date in the CRM, Project Management, and Billing systems.
- Maintain a quantitative and qualitative health score.
- Prepare weekly reports for management summarizing the activity in each of your accounts.
- Analyze customer data to improve customer experience quantitatively.
Project Management
- Ensure the project management system is up-to-date with the current status of ongoing projects and tasks through ticket creation, scheduling, and follow-up.
- Prepare and maintain timelines for all ongoing projects.
- Schedule and prepare for client communications, including project kickoffs, regular touchpoints, and handoffs.
- Ensure that all scoped items and QA are complete before client hand off.
- Track out of scope tasks.
- Ensure projects remain under budget and on time.
- Daily time reconciliation for all assigned accounts.
Customer Support
- Provide first-line support to each of your accounts to address common questions before escalating to another team.
- Be accountable for setting and managing customer expectations throughout the ticket and project lifecycle.
- Create written and video documentation to provide helpful resources for clients.
- Deliver training sessions as a part of troubleshooting to empower clients.
- QA monthly CMS updates.
Team
- Provide daily stand-up reports
- Contribute to and lead Success Team Sync
- Create and maintain playbooks
Qualifications
- Strong written and verbal communication and interpersonal skills
- Highly organized with a strong attention to detail and ability to multitask.
- Self-driven with a growth mindset and a proven track record of self-improvement
- Experience with Content Management Systems such as WordPress or Drupal
- Ability to perform analysis in Google Sheets
- Experience with an Analytics platform such as Google Data Studio
- Knowledge of customer success processes
Additional Information
Benefits Of Working With Sevaa Group:
- Flexible schedule
- Health, Dental, Vision Insurance
- Life insurance and disability coverage
- Health Savings Account
- Modern laptop and equipment
- Company Outings & Happy Hours
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
What We Do
Sevaa Group is a consulting firm, located in Atlanta, Georgia, that works with organizations of all sizes to leverage all aspects of technology in a cost effective manner. We place a strong emphasis on internet consultancy and have offered development, hosting, and managed services since 2001. Our commitment is to helping you bring your business to the web.
Drupal
Sevaa Group leverages the secure open source content management system to produce enterprise intranets and internet websites and portals. From planning the solution through development, to data migration, to drupal commercial support, we provide a complete solution.
Hosting
Don't send your data out into the ether - entrust your website to our local team and local datacenter; real people who respond when you need it most. We offer a variety of web hosting packages to ensure a perfect fit for your application. Our packages include but are not limited to: shared hosting, cloud services, VPS hosting, dedicated, and managed hosting. Also, all of our hosting packages come with a 100% uptime guarantee. We deliver, or you get credit on your bill.
Development
Modern web applications can be one of a companies' most valuable assets, and Sevaa Group has the knowledge and experience to provide the appropriate solution for your business' needs. We work with a wide variety of frameworks and technologies to ensure we have the tools available to meet any project's requirements. These include but are not limited to: Drupal, Wordpress, Sitecore, iOS, Android, as well as other custom web applications using various frameworks.
Managed Services
Get total peace of mind with our managed services and never lose an hour to a technology problem again. The first step to success in any organization is a well-planned network system. We can help you design this network, that will allow your employees to seamlessly collaborate while experiencing zero disruptions to their productivity.
