Vacancies at Flare Emergency Response

The role

We are looking for a seasoned/experienced Client Relationships Manager to own key client accounts, engage clients, and build long-term relationships. This is a strategic role with lots of growth potential in the company as it is intricately involved with key client relationships, Sales, Growth, Product development, and Customer Success.

• Build and nurture positive long-term relationships with prospective customers
• Work closely with key clients to understand needs, promote value, and develop products or services
• Promote value through customer feedback and experience
• Create plans to address clients’ business needs
• Schedule regular meetings and points of engagement with customers
• Set sales and revenue targets and work diligently to meet them; help sales team up-sell or cross-sell services and products; assisting with generating new business; identifying opportunities for greater profits
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs through products, services or engagement

Requirements

• Must have significant and notable (min of 6 years at large corporate or growth company) experience leading accounts, building client relationships, driving revenues and retention, and leading projects and teams within a Customer Support, Member Success, Customer Engagement, Sales, Account Ownership or Account Management, or other relevant role.
• Proven experience as a Client Relations Manager, Account Manager, Account Owner, Account Director, or Relationships Manager
• Proven track record of meeting and exceeding targets
• Background in customer service; industry knowledge is a plus
• BSc/BA in Business Administration, Marketing or a related field
• Experience tracking relevant KPIs (e.g. customer satisfaction)
• Technical skills required, familiarity with CRMs (e.g., Salesforce, Pipedrive, etc.), data tools, and ability to learn tech/software quickly
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Strong business minded professional that understands the importance of profitability while focusing on building large life-time values with customers
• Ability to work well with a team

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The role

We are looking for a seasoned/experienced or executive level Customer Success specialist to help shape and lead our Member Success strategy. From reviewing customer communications and traction to defining and coaching the team on brand voice and the appropriate comms and systems to deploy it, to working with the team to deploy strategies in client retention, client engagement and revenue growth. Responsibilities include:

• Establish clear client retention goals
• Create milestones for the clients and employees to work toward
• Assist customers with setting up and navigating our products
• Promote the value of the product and help the team effectively communicate with customers
• Upsell and train others on upselling services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses, protocols and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Work seamlessly between marketing, sales and product management teams to promote the customer experience and ensure consistent client satisfaction, subscription renewals, and product offering relevance and quality.

This role has a lot of growth potential, whether in the direction of Customer Success/Member Success Director, Sales, or Member Engagement, so we are looking for a seasoned professional with significant experience leading accounts, driving revenues and retention, and leading projects and teams in the Customer Support, Member Success, Customer Engagement, Account Ownership or Account Management, or other relevant roles.

Requirements

• Proven work experience as a Customer Success Manager or similar role
• Experience crafting marketing messaging or working with Marketing and Sales professionals
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, familiarity with CRMs, data tools, and ability to learn tech/software quickly
• Accountability, clear data-driven communication and personal organization are essential
• Experience in managing a diverse group and training external employee teams according to company standards
• A communications or marketing degree is preferred