Shaday W.

Client Success Manager / Customer Success Manager / Account Manager

Summary Highly detail-oriented and proactive Client Success Manager with a strong background in managing the full client lifecycle, from pre-qualification and onboarding to day-to-day management and retention. Proven ability to build strong client relationships and ensure high levels of satisfaction through consistent communication and strategic support. Adept at coordinating with internal teams, monitoring key performance indicators, and implementing proactive measures to ensure client success. ________________________________________ Experience Client Success Manager | Treat Engine | [City, State] | [Start Date] - Present • Pre-Qualification & Sales Support: o Pre-qualify self-booked appointments by calling clients to ensure they meet standards before sales calls. o Provide scripts and pre-qualification criteria to internal teams to maintain consistent standards. • Client Onboarding & Implementation: o Lead the client onboarding process, including setting up dedicated communication channels (e.g., Slack), providing CRM training, and scheduling kick-off calls. o Manage client information across CRM and project tracking systems, and notify relevant teams (e.g., setters, creative) of new clients. • Client Communication & Management: o Serve as the primary point of contact for day-to-day client communications, efficiently triaging and responding to inquiries. o Proactively send updates on campaign progress and troubleshoot issues by liaising with GoHighLevel support. o Conduct bi-weekly check-ins to ensure clients are on track and consistently updating their appointment trackers. • Client Satisfaction & Retention: o Maintain a detailed Client Health Scorecard to monitor key metrics like traffic, leads, and communication sentiment. o Proactively flag and address "red" clients to mitigate potential churn. o Implement retention strategies through regular check-in surveys and by providing valuable, personalized content to clients. o Utilize feedback from 30-day check-in and quarterly NPS-style surveys to inform strategy and improve client experience. ________________________________________ Skills • Client Management: Client Onboarding, Account Management, Client Retention, Customer Relationship Management (CRM) • Technical Proficiency: GoHighLevel, Slack, CRM Software (e.g., HubSpot, Salesforce), Project Management Tools • Communication: Proactive Communication, Problem-Solving, Cross-functional Collaboration, Scripting & Training • Metrics & Analysis: Client Health Scorecard, NPS, Performance Tracking, Data Analysis