Customer Success Manager
4 semanas atrás
About the Role:
As a Customer Success Manager (CSM) at Able.Talent, you will play a pivotal role in ensuring the success of our clients and candidates throughout their journey with us. From hiring and onboarding new candidates to maintaining strong client relationships and ensuring successful project completion, you will be the primary point of contact for both clients and candidates . Your focus will be on facilitating smooth operations, proactive engagement, and continuous improvement. This role requires significant interaction with people, leveraging strong human resources skills.
Hiring & Onboarding:
● Facilitate background checks and collect necessary documentation (W-9, I-9, signed contracts).
● Coordinate with the finance team to set up payroll for new hires.
● Send welcome emails with company information, login credentials, and first-day details.
● Ensure a smooth first day by coordinating introductions and providing access to tools and resources.
Client Relationship Management:
● Serve as the primary contact for clients and candidates , regularly checking in to ensure project progress and address concerns.
● Schedule monthly meetings with clients to discuss hiring needs, filled positions, and gather feedback.
● Conduct quarterly performance reviews to evaluate placements and identify areas for improvement.
● Share industry insights, hiring trends, and market data with clients to keep them informed and engaged.
Proactive Engagement:
● Identify potential new hires based on client needs and industry trends, and proactively reach out to them.
● Conduct Net Promoter Score (NPS) surveys to collect feedback on client satisfaction.
● Analyze feedback to identify areas for improvement and implement necessary changes.
● Maintain regular communication with clients and developers to ensure continuous improvement and high satisfaction.
Renewal & Expansion:
● Identify opportunities to expand services, such as temporary staffing and recruitment process outsourcing.
● Request positive client testimonials for marketing purposes and document success stories.
● Ensure timely payments to our hired contract candidates based on approved timesheets.
● Prepare and send invoices for contracted fees and any additional charges.
● Facilitate contract completion by managing close-out processes, collecting final timesheets, gathering feedback, and fulfilling all contractual obligations.
About You:
● Strong communication and negotiation skills
● Proactive and solution-oriented mindset
● Ability to build and maintain strong relationships
● Human resources skills and experience working with people a HUGE plus+
● Previous Experience with Customer Success and B2B Account Management
● Fluent in English
● Experience with client success management or related roles
● Commitment to continuous improvement and excellence
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