My client is a leading provider of smart inspection and asset management solutions designed to optimize operations, enhance compliance, and streamline processes for businesses across industries. They  are seeking a dynamic and customer-focused Client Success Manager to join the team. This role owns the full client lifecycle from onboarding to long term account growth. The Client Success Manager is responsible for ensuring clients successfully implement and use the companies platform in their daily operations, while driving retention, expansion, and long-term value. The ideal candidate will play a pivotal role in building and maintaining strong client relationships.

Ensure  clients successfully implement inspection workflows, technician adoption, and compliance processes on the platform. Driving customer satisfaction and retention. This role is ideal for someone passionate about technology, client engagement, and problem-solving. This is a hands-on role that requires working closely with client teams, including on site engagement where needed, to ensure real world adoption of inspection workflows and processes

 

Client Relationship Management:

• Act as the primary point of contact for assigned clients, building strong and lasting relationships.


• Regularly engage with clients to understand their business goals and how AssetPool can support them.


• Conduct regular check-ins, reviews, and performance evaluations with clients.

Onboarding & Implementation:

• Oversee the onboarding process for new clients, ensuring a smooth and efficient transition to the platform.


• Collaborate with the implementation team to ensure timely and effective deployment.


• Ensuring client accounts are correctly configured before go live


• Owning account readiness before training


• Driving real usage in the field, not just system setup


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Support & Issue Resolution:

• Serve as an escalation point for client issues and work with internal teams to resolve them promptly.


• Proactively identify and address potential challenges that may impact client satisfaction or retention.

Training & Enablement:

• Provide training and resources to ensure clients and their teams effectively use the  companies platform.


• Develop customized solutions and workflows tailored to client needs.
  
   

Client Advocacy & Feedback:

• Act as the voice of the client internally, providing feedback to product, support, and development teams.


• Advocate for client needs while aligning with AssetPool’s goals and offerings.

Performance Monitoring & Reporting:

• Track client success metrics, usage data, and KPIs to assess the value clients derive from the platform.


• Provide regular performance updates and strategic recommendations to clients.
  
   

Renewals & Upselling:

• Drive client retention by ensuring their satisfaction and continued usage of the AssetPool platform.


• Identify opportunities for upselling and cross-selling additional features or services.


• Own retention and expansion revenue targets


• Responsible for renewals and preventing churn


• Identify growth opportunities across sites, users, modules

Essential Skills:

- Customer Relationship Management: Ability to build trust and maintain strong, collaborative relationships with clients.

- Problem-Solving: Proactive and resourceful in resolving client issues and challenges.

- Technical Proficiency: Comfortable with SaaS platforms and the ability to learn and explain technical concepts effectively.

- Communication Skills: Strong verbal and written communication skills to convey information clearly and professionally.

- Analytical Thinking: Ability to analyse client data, identify trends, and make data-driven recommendations.

Competencies:

Client-Centric Mindset: Passionate about understanding and delivering on client needs.

Team Collaboration: Ability to work effectively with cross-functional teams, including support, sales, and product development.

Organizational Skills: Excellent time management, multitasking, and prioritization abilities.

Adaptability: Thrives in a dynamic environment and adjusts to changing priorities.

Leadership: Ability to take initiative, lead client interactions, and influence outcomes.

Performance & Success Metrics

• Drive successful client onboarding within defined timelines, ensuring a smooth transition to full platform adoption.


• Monitor and improve client usage, engagement, and overall platform adoption across all assigned accounts.


• Maintain high client retention rates by proactively identifying and addressing risks.


• Identify and execute on opportunities for account growth, including additional users, sites, and platform features.


• Ensure timely coordination and resolution of client issues in collaboration with internal teams.