Responsibilities
- Manage a portfolio of active clients with the goal of long-term retention and satisfaction
- Maintain accurate client health statuses using a clear traffic light system to reflect real-time risk levels
- Follow a structured check-in rhythm: monthly for healthy accounts, biweekly for at-risk, daily for critical
- Identify early warning signs of churn such as declining usage or client frustration and intervene proactively
- Diagnose root causes when a client account deteriorates and lead recovery efforts
- Translate client feedback into actionable insights, distinguishing between training needs and product improvements
- Collaborate with support specialists during escalations, maintaining ownership of the client relationship
- Seamlessly transition clients from onboarding to ongoing management with clear handoffs
- Cultivate strong relationships that turn satisfied clients into public advocates and references
- Ensure Salesforce records are up to date so client health snapshots remain accurate
Work Arrangement
Hybrid — Chicago
Other
- Unlimited paid time off with 10 company-recognized holidays
- Access to an on-site gym
- Complimentary daily team lunches
- Subsidized learning resources and audiobook subscriptions
