CLIENT SUCCESS MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
Published: July 23, 2024 - The Client Success Manager has a focus on SaaS-based solutions and a background in document management systems, particularly in enterprise solution platforms and the construction industry. This role requires excellent customer focus, strong networking and relationship-building skills, and proficient negotiation and influencing abilities. The manager is capable of managing a dynamic work environment, conveying information effectively through presentations, and providing customer-focused technical support to other teams.
Essential Hard and Soft Skills for a Standout Client Success Manager Resume
- CRM Software Proficiency
- Data Analysis
- Product Knowledge
- Project Management
- Technical Support
- Customer Journey Mapping
- Sales Strategy
- Contract Negotiation
- Performance Metrics
- Financial Acumen
- Communication
- Empathy
- Problem-Solving
- Time Management
- Adaptability
- Teamwork
- Conflict Resolution
- Leadership
- Customer-Centric Mindset
- Strategic Thinking
Summary of Client Success Manager Knowledge and Qualifications on Resume
1. BA in Business Administration with 4 years of Experience
- Experience with global equity plans, complex plans such as restricted stock units/awards, swaps/reloads, performance vesting/awards, etc.
- Required to pass department CEE exam (within 3 months of hiring)
- Required to receive CEP Designation (designation must be obtained within CSM policy)
- Able to nimbly manage multiple clients, with a high level of customer focus
- A passion for providing proactive client-focused solutions
- Collaborative and highly effective in partnering with internal teams for seamless support of clients
- Highly attentive to client needs and requests, able to identify and address proactively
- Able to build long-term client relationships and be perceived as a trusted advisor
- Strong project management and organization skills
- Willing to go above and beyond, while maintaining a positive attitude
- Ability to coach, train, and lead a team
2. BA in Marketing with 3 years of Experience
- Interest in client service and client success
- Enjoy working with people, with natural and effective communication and relationship-building skills.
- Basic understanding of and interest in the clinical trial industry, with clinical trial, clinical research, and/or healthcare background
- Experience with account and client management in a digital client success or digital account service setting
- Analytical skills, methodical and detail-oriented planner and problem-solver
- Ability to identify root causes.
- Strong written and verbal communication skills, with some technical writing experience.
- Reliable, dependable, and able to keep a consistent schedule.
- Proactive, with excellent prioritization and task management skills
- Ability to successfully work with various departments and levels of any organization.
- IBM Clinical Development or other database certification
3. BA in Communication with 7 years of Experience
- Post-Secondary degree in Engineering, Business, Business Operations, Project Management or other relevant field, or equivalent work experience
- Have B2B service experience overseeing large accounts
- Client-facing experience in CapEx and OpEx environments
- Proven track record in establishing and maintaining strong Client relationships with million-dollar accounts
- Excellent analytical, mathematical, and creative problem-solving skills
- Ability and willingness to travel to client locations
- Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end-user personnel in large enterprises
- Logical and efficient, with keen attention to detail
- Innovative, persuasive, creative and have a genuine curiosity in their clients' business.
- Goal and results-oriented, optimistic, smart, value-added mindset, proactive and easily adapts to change
4. BA in Sales Management with 6 years of Experience
- Domain knowledge in one or more of these areas including Audit, Regulatory Compliance, Legal, Compliance, and/or Risk Management (Enterprise, Regulatory and Third Party), to help Fortune 500 clients solve their business problems
- Experience in a consulting or client-facing (internal or external clients) role
- Track record of successful delivery management in an enterprise or to enterprise clients with a dynamic and complex regulatory/technical environment
- Some experience in sales CRM applications such as Salesforce
- Strong communication and presentation skills and not afraid to deliver presentations or facilitate workshops
- Ability to manage multiple stakeholders
- Strong problem-solving ability, with a natural curiosity about the client’s business needs
- High level of resilience and a positive attitude when faced with adversity
- Passionate about technology with a solution-centric mindset
- Have previous SaaS experience
- Experience in Customer Success, Professional Services and/or Services Industries, and Technical Sales (e.g. technology or management consulting)
5. BA in Public Relations with 5 years of Experience
- Technical understanding and hands-on experience with Containers, OpenShift, Value Prop, Use Cases, Competitive Differentiation
- Technical understanding of IBM Middleware/Software/Cloud Services
- Experience with enterprise software implementations
- Ability to show customers how to “use” the offerings to get to first productive use and proactive expansion
- Can build a growth plan to demonstrate how Growth Offerings will deliver customer outcomes
- Analytical mindset and problem-solving skills
- Understanding of enterprise software implementations, SaaS/IaaS/PaaS and cloud applications
- Strong interpersonal relationship-building and executive communications skills
- Proven track record of success fueled by a passion for delighting clients
- Strong communication, collaboration, prioritization, critical thinking, and influencing skills
6. BA in Customer Relationship Management with 3 years of Experience
- Client Relationship Management experience
- Project Management experience
- Experience in Telecom Industry and Software technical support
- Ability to multi-task with good organizational skills in a fast-paced environment
- Experience effectively collaborating across departments
- Effective listening and troubleshooting skills
- Excellent written and verbal communication skills
- Must display a professional image and represent the company in line with stated core values and mission
- Relevant professional and/or internship experience
- Interest and ability to develop a strong technical and business understanding of the IBM Clinical Development solution.
- Intermediate to advanced Microsoft Office skills.
7. BA in Finance with 4 years of Experience
- Experience in the healthcare industry
- Have clinical trial industry experience in medical or pharma.
- Prior experience in a customer-facing role.
- Strong communication skills and technical aptitude.
- Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation.
- Enjoys working closely with customers to ensure complete satisfaction.
- A go-getter who takes the initiative to get things done.
- Familiarity with Salesforce, G Suite, Smartsheets, Zoom
- Outgoing and not afraid to talk to clients.
- In-depth knowledge of Worldpay products and services
8. BA in Economics with 5 years of Experience
- Strong knowledge of the EMS RCM industry with a solid understanding of the impact QMC’s performance has on clients’ operational success
- Strong executive communication skills and presence
- Proven experience managing and developing long-term client relationships
- Strong analytical skills and ability to assess problems and implement solutions
- Excellent presentation skills that reflect a level of expertise and sophistication needed to credibly represent QMC’s performance to clients’ operations and finance management teams
- Innovative and creative thinking skills
- Highly motivated self-starter, independent thinker capable of working both independently and within a collaborative team environment
- Expert user of Microsoft Office Excel and an experienced user of data analytics apps like Power BI, Tableau, and Sisense BI
- Experience in client success positions with leadership experience
9. BA in Management with 4 years of Experience
- Have a great passion for digital and an understanding of the digital advertising landscape
- Experience in healthcare and strong verbal and written communication skills
- Have a desire to work in a rapidly growing and ever-changing startup environment
- Detail-oriented and organized with the flexibility to work on diverse projects and accounts
- Strong knowledge of the ad-tech ecosystem, key industry partners and technical market standards (ad serving, SSP, DSP, IAS, DV, etc.)
- Working experience in a Client Success role within the programmatic industry
- Proven track record of success in owning customer relationships, client meetings, QBRs, product training, data analysis, and strategic business reviews
- Knowledge of modern CRM tools (i.e. Hubspot, Gainsight).
- Exposure to networks in HR, employee benefits, well-being or similar.
10. BA in Information Technology with 6 years of Experience
- Sales working experience.
- Understanding of farm equipment, agronomy, fertility and farming processes.
- Ability to review agronomic and technical information.
- Strong problem-solving, interpersonal and communication skills
- Previous experience with precision agronomy and variable rate technology
- Experience in the clinical trial industry and/or experience in customer success and/or client service delivery role within the Life Sciences Industry
- Experience in in the clinical trial industry and/or experience in a customer success and/or client services delivery role in the Life Sciences Industry
- Experience working in a Project Management role or similar.
- Formats documents for quick review and experience in a customer-facing role
11. BA in Operations Management with 3 years of Experience
- Minimum prior experience in a Strategic level Client Success role(s) within a B2B software business or B2B SaaS environment.
- Capacity to plan, prioritize and deliver several projects at once, autonomous attitude
- Detail-oriented with excellent organization and time management skills.
- Exceptional communication skills.
- Confident negotiator and highly commercial with knowledge of due diligence, procurement and contract processes.
- Ability and willingness to source knowledge and research topics independently.
- A relentless enthusiasm to over-deliver on targets and expectations.
- Possesses a growth mindset and openly shares learnings and offers feedback.
- A passion for mental health, tech-for-good, and generally improving people’s lives.
- Previous startup and/or entrepreneurial experience.
12. BA in Human Resources with 7 years of Experience
- Client services and/or account management experience
- Track record of success growing a book of business across multiple key/strategic accounts
- Highly analytical, strategic thinker and data-driven, but also a creative problem solver
- Be spending the majority of the time working with various internal and external teams
- Strong executive presence, communication (verbal and written) and presentation development skills (experience with Keynote)
- Speediness, resourcefulness and responsiveness to internal & external parties on short deadlines
- Ability to prioritize quickly and excellent interpersonal skills
- Ability to make thoughtful, actionable recommendations under minimal structure, and quickly build consensus with internal and external stakeholders
- Collegial, high energy, and persistent personality
- Healthcare and consumer products experience and prior experience in a fast-paced startup environment
13. BA in Project Management with 6 years of Experience
- Experience in consulting or consultative sales
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
- Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
- Ability to prioritize, multi-task, and perform effectively under pressure
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- Strong Excel skills and familiarity with tools like Zoho CRM, Zendesk, Trello
- Excellent communication, both written and verbal, and interpersonal skills
- Superior organization skills and attention to detail
- Ability to prioritize and manage multiple concurrent projects
- Ability to work in a high-performance, fast-paced team environment
14. BA in Hospitality Management with 3 years of Experience
- Experience in a customer service role
- Experience in a management position
- Must be able to work in a fast-paced environment, and demonstrate the ability to meet deadlines
- Strong communication skills both verbal and written
- Must be willing to travel to different facilities and client locations
- Upbeat and enthusiastic personality, with a go-getter attitude
- Must be a problem solver with forward-thinking
- Proficiency with Microsoft Office and experience with Warehouse Management Systems and Salesforce
- Proven problem-solving ability
- Exceptional organizational, analytical, strategic and detail-oriented thinking skills.
- Excellent planning, organizational and prioritization skills
15. BA in Psychology with 5 years of Experience
- Experience in digital media experience in the management of digital advertising campaigns
- Work in a team-oriented, high-energy environment and demonstrate independence
- English language proficiency for internal stakeholder management
- Ability to proactively troubleshoot and problem-solve quickly and through the proper escalation process
- Be able to collab with teams and can listen and repeat back for clarification
- Communicates in an understanding manner and adapts tone and style to individual
- Communicates clearly with all audiences and demonstrates effective presentation skills
- Presents persuasively when appropriate and writes in an understandable manner
- Communicates, and incorporates numerical data clearly and efficiently
- Adapts writing style to audience and checks work for spelling and grammar effectively
16. BA in Sociology with 3 years of Experience
- Possesses strong business and technology knowledge
- Experience with diverse hardware platforms, software products, desktop technology (Windows and/or Apple), client/server, open systems protocols, etc.
- Experience is required with clients’ business and technology issues relative to the identified client business goals.
- Maintain a good attitude in stressful situations.
- Maintain and advocate for a high degree of professionalism when dealing with vendors, clients and internal stakeholders.
- Understand the importance of clear and concise documentation.
- Demonstrate excellent customer service skills.
- Ability to work with limited supervision and direction.
- Excellent problem-solving and customer service skills.
- Knowledge of Invoicing and Budgeting. Strong attention to detail and ability to follow through on commitments.
17. BA in Organizational Leadership with 6 years of Experience
- Passionate about helping Pega customers achieve their business objectives after the initial sale and continuing through the customer lifecycle.
- Exceptionally strong client engagement skills
- Knowledge of consulting or consultative sales for CRM and IBPM solutions
- Executive-level communication and interpersonal skills
- Ability to prioritize, multi-task, and perform effectively under pressure
- Strong knowledge of business processes (Sales, Marketing, Service, Support)
- Strong track record of customer engagement and delivery success
- Experience working with industry-leading technologies to deliver complex solutions in a fast-paced environment
- Considered a trusted advisor and thought leader by your clients
- A blend of consulting, search, technological, and/or display experience
- Experienced in on-boarding clients and implementation and integration experience
18. BA in Entrepreneurship with 7 years of Experience
- Professional experience in SaaS/enterprise software Account Management, Customer Success or Client Services managing mid-size to large enterprise portfolios of recurring revenue Successful track record of renewal ownership
- Have Customer Success, Account Management, or Technical Account Management experience
- Exposure to B2B SaaS models from the vendor side, including commercial contracts
- Excellent verbal and written communication and in-person and virtual presentation skills
- Ability to work independently and to collaborate effectively across functions (e.g., sales, professional services, product management)
- Some experience in up-selling/cross-selling and negotiating commercial contracts
- Passion for technology and for being a part of a fast-growing SaaS company
- Outstanding multi-task management skills across a varied set of responsibilities
- Strong analytical and problem-solving skills
- Experience in data analysis and Excel work
19. BA in Digital Marketing with 6 years of Experience
- Relevant experience (preferably customer success/account management/renewals/sales experience from a SaaS, software or solution selling industry)
- Experience in renewing a portfolio of existing customers
- Ability to quickly establish relationships and credibility with senior-level executives
- Proven track record of sustaining and growing complex relationships including closing the renewal, having owned and exceeded a quota
- Excellent communication/presentation skills (both written and verbal) with the ability to translate thoughts, concepts and ideas into understandable information
- Impeccable service ethic characterized by high energy, a positive attitude and the desire to go “the extra mile” for both clients and teammates
- A passion for customer satisfaction
- Strong organizational skills with the ability to handle multiple high-volume projects simultaneously
- Leadership in developing world-class client presentations/QBR leadership
- Ability to thrive in a fast-paced environment with tight deadlines
- Die-hard drive to make clients successful
20. BA in Advertising with 3 years of Experience
- Agency experience in the B2C space with a marketing focus
- Experience with things such as paid advertising, marketing lifecycle management, CRM, email marketing, etc
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- Strong empathy and a feeling of joy in helping others
- Strong interpersonal skills and experience building strong internal and external relationships.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Be interacting with senior leaders at some of the world's largest brands
- Experience in Digital/Technology Account Management
- Superior client service and relationship skills
- Knowledge of SaaS operations
- Experience using Salesforce & Microsoft Office tools
21. BA in International Business with 4 years of Experience
- Commitment and curiosity for managing metrics and data-driven decisions
- Customer Success and industry/vertical experience
- Excellent communication and collaboration skills to maintain strong client relationships
- Clear and concise verbal and written communication and effective live or virtual
- Strong organizational, time management and project management skills
- Diagnostic skills, to efficiently solve customer problems and engage Dude Solutions stakeholders
- Proven ability to thrive in a fast-paced professional environment and manage multiple complex assignments simultaneously
- Agile, self-starter who can work independently and collaboratively
- Possesses a people-oriented, friendly can-do attitude.
- Ability to manage multiple priorities and tasks
- Proven strong organizational and project management skills in a fast-paced environment.
22. BA in Supply Chain Management with 6 years of Experience
- Experience in a client-facing role
- Experience in client success, account management, and/or management consulting experience, ideally in SaaS or similar
- A customer-first attitude and strong passion for exceeding customer expectations
- Ability to work in a fast-paced environment while staying focused and flexible
- Demonstrated success in understanding a customer’s business and building senior-level relationships with customers
- Proficiency with Customer Relationship Management Systems - Salesforce
- Experience in sales, revenue retention, and up-sell experience
- Excellent written and verbal communication skills.
- Preference for those with experience in Sales or Account Management
- Preference for those who possess knowledge of higher education processes and culture
- Experience presenting to audiences of all sizes, both in-person and virtually
23. BA in Retail Management with 4 years of Experience
- Ability to flourish in a multi-tasking environment, comfortably re-adjusting priorities
- Ability to work both independently and in collaborative and/or team settings, taking ownership of assigned tasks
- Excellent interpersonal skills, with a proven ability to communicate efficiently with individuals at all levels
- Ability to absorb knowledge quickly, work well under pressure, and thrive in an environment that is constantly changing
- Willing and able to travel periodically (3-4 trips, annually)
- Have prior experience managing a portfolio of clients
- A high level of competence in communication, critical thinking, reasoning, and computer skills
- Ability to ensure successful client onboarding through strategic planning and client development initiatives that incorporate KPIs belonging to the client and Phonexa.
- Proficient knowledge of CRM and Google Apps (Drive, Docs, Sheets, Slides).
- HubSpot experience and experience in Google Analytics, AdWords, or affiliate management software
24. BA in Media Studies with 3 years of Experience
- Deep experience managing complex projects
- Working with internal and external stakeholders, Building processes, tools, and teams
- Expertise Building relationships that lead to revenue expansion and upselling
- Healthcare experience with payers and/or providers
- Top-tier management consulting and industry experience
- Experience working in a high-growth technology startup
- Has worked for a payer in an innovation or program management role
- Experience building internal capabilities that drive business outcomes
- Above-average career progression in terms of scope of the role, size of deliverables, etc
- Excellent client management skills with the ability to juggle multiple projects with minimal supervision.
- Experience working with Hubspot or other CRM systems
25. BA in Industrial Psychology with 4 years of Experience
- Experience in either Customer Success or Account Management in a fast-growth SaaS business
- Have a commercial mindset and experience.
- Have a passion for negotiating the best possible outcome for external and internal stakeholders.
- Have experience in sales and negotiating contracts.
- See opportunities, experienced with cross-, up-, and deep selling
- Affinity and passion and a genuine interest in technology, startups, and venture capital markets
- Customer-oriented and excellent communication skills.
- Fluent in English and can communicate in a clear, goal-oriented way that leaves no room for interpretation.
- Pioneer mindset and ambition. and never settle for mediocrity and are always looking for ways to grow yourself and the company
- Team player and can-do attitude.
26. BA in Hospitality and Tourism Management with 2 years of Experience
- Strategic marketing experience in either digital, agency, or customer success management in fast-paced work environments.
- Must be analytical, organized and methodical with excellent communication skills.
- Experienced in working in a fast-growing, international, and ever-changing startup environment
- Strong track record of managing client relationships
- Exceptional communication and organization skills
- Knowledge/experience of web applications in the sales/marketing toolkit including CRM, marketing automation, web analytics, etc
- Comfortable learning basic techniques to help your clients, like basic HTML
- Familiarity with marketing and/or demand generation, ideally in B2B
- Highly analytical, process-oriented, and executing mindset
27. BA in Strategic Management with 3 years of Experience
- BCom/BSc/BEng, technical and/or HVAC experience
- Fluent or Native French language speaking and writing ability
- Experience in client success or account management at a software company
- Experience building and maintaining relationships
- Mitigate churn and drive engagement, renewals, client loyalty, and retention
- Create structure in ambiguous situations and design and execute effective strategies
- Impressive executive presence and communication abilities
- Strong public speaking and presentation skills
- Highly organized, collaborative, and detail-oriented
- Passion for technology and for being a part of a fast-growing SaaS company
28. BA in Interactive Media with 2 years of Experience
- Must be highly energetic and great at building relationships
- Excellent written and spoken communication skills.
- Presentation creation and delivery skills are a must.
- Should have had prior sales, account management, or customer success experience.
- SaaS, PaaS, Cloud, and/or API software knowledge
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, IT, Operations)
- Project management (e.g. MS Project, Liquid Planner, other) experience
- Proficiency in MS Excel/PowerPoint
- Experience working with high-level accounts
- Expert understanding of SaaS Platforms
29. BA in International Relations with 2 years of Experience
- Clinical and/or Information Systems degree or relevant experience
- Demonstrated experience with successful interaction between clients and vendors
- Practice/health system project implementation management
- Strong ability in problem-solving and troubleshooting with a firm commitment to quality
- Proven track record of leadership ability
- Dedication to team environment including cross-functional roles
- Willingness to occasionally travel with some overnights at 50-75% greater
- Proven history of self-motivation and ability to work independently
- Strong experience working with brand image and promoting value through customer experience
- Ability to bridge customer needs and product roadmaps.
30. BA in Consumer Behavior with 3 years of Experience
- Comfortable working with early-stage products
- Uncertainty and like taking responsibility.
- Exceptional ability in account management to communicate and foster positive business relationships
- Technical skills required as they relate for the use of the product to service to be solid
- Experience in managing a diverse group and training each according to company standards
- Deep understanding of customers' concerns and thoughts regarding the use of products
- Demonstrated desire for continuous learning and improvement
- Excellent negotiation skills and flexibility to schedule calls based on customer availability
- Data-driven and excellent communication and people skills
- Strong empathy for customers and passion for revenue and growth
31. BA in Management Information Systems with 5 years of Experience
- Demonstrated experience in a similar Client Success Manager role with a focus on SaaS-based solutions
- Previous experience with Document Management systems essential, with a background in enterprise solution platforms, considered advantageous
- Experience working within the construction industry
- Excellent customer focus with strong networking/relationship-building skills
- Strong negotiation/influencing skills
- The proactive, goal-oriented mindset with excellent attention to detail
- Effectively able to manage an ever-changing work environment and assist others with adapting to change.
- Sound verbal and written communication skills
- Convey information and ideas to individuals and groups and make presentations and demonstrations
- Ability to provide customer-focused technical support to other teams