Client Success Manager

2 months ago

Jakarta, Indonesia Tech Guru LLC Full time

Role Overview

As a Client Success Manager at Tech Guru, you’ll work directly with accounting firm clients, acting as their trusted advisor and ensuring their IT solutions align with business goals. While this is a non-technical role, success requires a strong grasp of technology’s role in driving business objectives. You will own the client journey from onboarding to growth, ensuring satisfaction and retention by exceeding their high expectations.

Our clients demand exceptional service and expect proactive, high-impact support that drives their business forward. Your background in customer service and success with B2B clients will help you meet these standards. This role is part of our Client Success Team and reports to the Senior Client Success Manager.

This is a full time remote work

Key Responsibilities

Client Relationship Ownership

Serve as the primary point of contact for clients, fostering a long-term partnership. Engage proactively with clients to understand and align with their business goals, continuously improving their experience with Tech Guru.

Account Growth & Service Expansion
- Identify and recommend additional projects and services that complement client needs.
- Scope, quote, and close service expansions to drive account growth.
- Consistently achieve account expansion goals by providing high-value, impactful solutions.

Process Documentation & Continuous Improvement

Follow documentation processes to ensure consistency in the client journey, contributing insights for process improvement. Keep records current and comprehensive to support both internal teams and client-facing services.

Cross-Team Coordination for Seamless Client Experiences

Collaborate with other teams and leaders to deliver a delightful client experience. Ensure prompt responses and efficient project completion by fostering cross-departmental collaboration.

Client-Centered Technology Consulting

Translate business objectives into technology recommendations and drive quoting and scoping processes that align with client goals.

Professional and Engaging Client Interactions

Conduct meetings with confidence, presenting valuable insights and tailored recommendations. Demonstrate strong organizational skills and follow-through, ensuring accurate, efficient interactions.

Key Success Criteria

Account Growth & Expansion

Successfully promote complementary services and projects aligned with client needs, achieving high satisfaction and net promoter scores.

Client Retention & Satisfaction

Build strong client relationships, fostering loyalty and trust. Encourage and capture positive reviews and referrals to highlight our client-centered approach.

Technology Modernization
- Ensure clients access modern, efficient equipment and up-to-date IT solutions.
- Proactively identify opportunities to enhance client IT environments.

Engaging, Insight-Driven Client Meetings

Lead high-value meetings, offering actionable insights and recommendations that build client trust and support their success.

Who We’re Looking For

You’re a relationship builder with a solid understanding of how technology can serve client goals, even though this is a non-technical role. You bring a proven track record in customer service and success with professional B2B clients, ideally in industries with high client expectations.

Effective Communicator & Organized Self-Starter

Native-level English proficiency for clear, nuanced communication, and strong organizational skills to manage client needs accurately.

Quick Learner & Solution-Oriented

Ability to think on your feet, quickly grasp new concepts, and translate business goals into effective IT strategies.

Commitment to Diversity, Equity, and Inclusion

At Tech Guru - IT for Accounting Firms, diversity, equity, and inclusion are core to our values. We are committed to fostering an environment where every team member feels respected, valued, and empowered to succeed. We believe that a diverse team strengthens our approach and improves our ability to serve our clients effectively.

Core Values:
At Tech Guru, all employees must align with our core values:

- Caring: We genuinely care about the well-being of our clients, our team, and our company. We strive to create a supportive, nurturing work environment.
- Accountable: We take ownership of our actions and responsibilities. We’re committed to delivering on our promises and meeting our obligations.
- Responsive: We prioritize swift and effective communication, ensuring that we’re always available to address concerns and challenges as they arise.
- Empathetic: We approach every situation with understanding and compassion, putting ourselves in others’ shoes to provide the best support possible.

**Experience**:

- Client Success Manager: 5 years (required)

**Location**:

- Remote (preferred)

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