CLIENT SUCCESS MANAGER @ GREY MATTER DIGITAL (CANARY ISLANDS)

Grey Matter Digital is the premier chat provider behind some of the world's top creators. Built from 5+ years experience servicing creators and understanding supporting technologies, we understand that our industry can be challenging - with untrustworthy characters, unfair pricing, mismanaged accounts and a lack of high quality, highly trained and professional chatters available. In response, we have built the most data-driven approach to chat, to help clients understand their fans and maximize revenue.This approach empowers creators to build meaningful and profitable relationships with fans and subscribers while enabling them to focus more time and attention on what they do best - creating engaging content.
Tasks
The Client Success Manager serves as the primary liaison between our clients and the operations team, including Account Managers and the chat team. This role is pivotal in onboarding new clients effectively, nurturing ongoing relationships, ensuring each client's success, and maintaining their retention through attentive and proactive service.
Onboarding and Orientation:

Facilitate the smooth transition of new clients, ensuring they have a comprehensive understanding of our services and procedures.
Provide continuous guidance and support during the initial stages of their partnership with our company.

Client Relationship Management:

Develop and sustain strong, enduring relationships with clients.
Regularly engage with clients to assess their needs, gather feedback, and address concerns in a timely manner.

Client Success:

Collaborate with clients to clearly define their objectives and support them in achieving these goals through tailored services.
Monitor client accounts and progress, pinpointing opportunities for further improvement and growth.
Ensure that the operations team delivers quality results that align with client expectations.

Client Retention:

Develop and implement strategies aimed at maximizing client satisfaction and loyalty.
Proactively identify potential issues and implement preventive measures to retain clients.

Effective Communication:

Act as the frontline point of contact for all client inquiries and concerns, ensuring effective communication between clients and the operations team.
Ensure that client needs, feedback, and expectations are effectivel communicated to the operations team to facilitate seamless service delivery.

Requirements

At least 3-5 years of experience in client services, account management, or a related field.
Bachelor’s degree in Business Administration, Communications, or a related field.
Experience in the digital content industry is highly preferred.
Strong interpersonal and relationship-building skills.
Excellent communication and negotiation skills.
Proven ability to manage multiple projects simultaneously while maintaining
sharp attention to detail.
Ability to anticipate client needs and craft suitable solutions.
Proficiency with CRM software and digital communication sites.

Personal Attributes:

Strong client-facing and presentation skills.
Proactive, independent, and with a hands-on approach to problem-solving.
Passionate about fostering positive client relationships and achieving shared goals.
Resilient and adaptive to fast-paced environments.

Benefits
Competitive Salary: Highly attractive compensation package commensurate with experience and skills.
Vacation Days: 24 vacation days a year plus one additional day added every year you are with us
Remote Work: We offer flexible working hours and location options
Benefits: Comprehensive health and wellenss benefits
Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.
Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.
Collaborative and Supportive Team: Working with team members that understands the importance of the work you’ll be doing