Client Success Manager
• This role will oversee and be responsible for retaining and expanding the monthly revenue generated from a defined set of enterprise/strategic client relationships by delivering services and campaigns that generate more quality lead transfers that help our clients grow.
• This Manager’s first responsibility will be to work closely with the GM, Contact Center to deepen and develop strong customer service relationships with both day-to-day and executive sponsors within each client.
o By fully understanding the drivers of our clients’ business growth and their growth targets, the Client Success Manager will build and execute with the GM an Account Growth Plan that outlines the services LQ Digital can provide to help drive that growth, across both campaigns with our current sponsors as well as account expansion opportunities available to pursue across different business units.
• The Manager will be the primary lead for a cross-functional team ensuring the delivery of high-quality client services that increase the number of quality transfers we deliver to those clients. In this capacity, the Manager will work closely with the GM, the Director Business Operations, onboarding operations leadership and the Manager, Quality and Training, to:
o Build and update weekly, rolling 3-month lead/revenue forecasts based upon current and anticipated monthly campaigns and lead volumes.
o Coordinate and oversee smooth and efficient day-to-day client operations, including client and campaign onboarding, scripting, data integration and reporting set up, and quality campaign staffing.
o Ensure LQ Digital exceeds our minimum SLA requirements for each client, promptly responds to client escalations / complaints, and reports our performance on these back to each client.
o Deliver weekly, monthly and quarterly performance reporting and business reviews with client sponsor teams that report on our performance against our growth targets and its impact on their business growth.
• The Manager will work closely with the GM, and product leadership to identify new client services, data collection, performance measurement/reporting, etc. that would deliver greater growth impact for our clients (e.g. increased DM Contact Rates, Quality Transfer Rates, campaign variety and/or customer quality insights).