Client Success Manager

Job Description

Job Description

Salary :

General Description :

The Client Success Manager acts as the primary liaison between clients and NWCC / Trinity, providing comprehensive product and service support. The role manages a portfolio of client relationships throughout the client lifecycle, including driving client product adoption and supporting organic revenue growth

Responsibilities :

1. Provide proactive client support, conduct regular check-ins, promptly address client inquiries, ensure client satisfaction, and act as the primary point of contact for clients' needs

2. Resolve product or service issues by clarifying client concerns, determining the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution. This includes handling order inquiries, errors, billing issues, and general inquiries.

3. Interface with clients to understand their objectives, requirements, expectations, and needs

4. Lead all client onboarding activities, including client training.

5. Proactively contact clients regularly to maintain account relationships, advise on new product and service offerings, and obtain feedback.

6. Monitor orders and take necessary actions.

7. Support Trinity's software partner relationships.

8. Provide and present regular internal and external reports on business trends and service level adherence.

Qualifications :

Bachelor's degree or equivalent experience in construction, construction lending, or financial services preferred. At least 2 years of experience in a client-facing role.

Based on qualifications, the candidate may be considered for a Senior Client Success Manager role, which includes the following additional responsibilities :

• Serving as an escalation point for both employee and customer inquiries.
• Supporting the successful onboarding and continuous training of Client Success team members.
• Monitoring order processes and workflow, with a focus on identifying, recommending, and implementing improvements.
• Leading the management of significant, high-value, or key client accounts, ensuring exceptional service and strategic oversight.
• Acting as the manager in charge during the absence of the designated manager.