INT-EB CLIENT SUCCESS ARCHITECT

FUNCTIONAL OVERVIEW  

A Client Success Architect (CSA) at KMC is focused on maintaining exceptional relationships with Clients in order to provide best-in-class client experience. Our CSAs act as the overall liaison between the Client and all components of KMC’s Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.

PRIMARY ROLES AND RESPONSIBILITIES  

• To build rapport and develop a strategic relationship with client stakeholders, and fully grasp the business of the Clients, and anticipate the needs to provide best-in-class client experience.
• To assume responsibility in ensuring that all aspects of the client’s operations are properly supported by any and all KMC departments.
• To continually explore areas of growth and advise the sales team of the possible opportunities to expand the relationship.

KEY TASKS

• Day to day account and Client relationship management
• Guiding the Client in account onboarding functions and initial program set up
• Analyzing account performance and provide reports and presentations, including a Monthly and/or Quarterly Business Reviews using the company template
• Ensuring KMC receives regular Client feedback and provide constructive feedback to Ops Management with proactive suggestions, including KMC’s scheduled Customer Satisfaction Survey twice a year
• Undertaking initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
• Working with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
• Preparing the agenda and logistics for Client visits, as well as ensure attendance of key participants
• Communicating invitations, critical updates and announcements to Clients
• Ensuring timely billing and collections
• Preparing standard renewal contracts and basic contract amendments
• Maintaining accurate and complete account information in the company enterprise resource planning tool
• Account offboarding functions and clearance
• Leading project management activities as required
• Organizing events for Clients as required
• Completing administrative work as required
• May be assigned to night shift work as required

Highlights and Perks of the Job:

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your network
• Independent decision making and flexibility on how to accomplish the job.
• Exciting performance-based incentives

Main Challenges:

• Stress and urgency caused by an upset Client if something goes wrong
• Maintaining a high level of Client satisfaction without compromising the company’s own standards.
• Admin tasks and time management