Client Success Manager

Client Success Manager Reporting to: Client Operations Director 
Location: Dublin 
Hybrid working: a true flexible working policy with just 1 day per week in the office 
Salary: € 40 – 47k dependent on experience 
 
Our client is a market-leading PropTech firm that enables unrivalled connectivity between individuals and the places they choose to be, through the creation of bespoke digital layers that transform the traditional approach to property and asset management, ownership and occupation.   They are looking for an ambitious Client Success Manager to ensure they are the first point of contact for key clients for our live and appointed sites. You will take ownership of our platform and will be working closely with the Client Operations Director.  

The Role: 
Develop and maintain relationships with your clients, identifying and understanding their business objectives  
Create and curate engaging content for the app, including announcements, event promotions, building news, local happenings and useful resources.  
Collaborate with the marketing team to design and implement campaigns that encourage app adoption and active use among tenants.  
Monitor app usage analytics, providing insights and recommendations to improve user engagement and satisfaction.  
Enhancing digital engagement to build brand presence and trust  
Act as a trusted product advisor, advising/coaching your key contacts on best practices and correct product utilisation  
Create detailed monthly reporting, both internal and external outlining current engagement, future innovations, and strategies  
Curate, own and maintain customer success plans aligned with clients’ objectives  
Pro-actively identify and leverage upsell and cross-sell opportunities  
Monitor client sentiment and usage through hosting monthly, quarterly, and yearly Business Reviews  
Flexibility to travel to client sites as required  
Attend weekly team meetings and present Client Success updates  
Provide monthly portfolio reports and updates to SLT  
Assist site teams with any problems which arise and deal with them swiftly and successfully  
Become an industry expert, reporting and discussing trends and developments with both clients and colleagues  
Liase with product and development to communicate product enhancement opportunities  
Manage client feedback, ensuring relevant information is communicated succinctly to ensure continued customer satisfaction 
 
Ideal Candidate: 
You’re confident, patient, and passionately communicative.  
You have a successful record of dealing with clients and are happy to be their primary contact.  
You are genuinely excited to help clients and ensure all interactions with clients and employees are in a professional and friendly manner.  
You may have held a few different client or customer service roles, but importantly you understand how to build a great rapport which creates excellent results.  
 
Skills and Abilities 
Problem solving. You enjoy finding solutions and do so effectively  
Communication. You’re a very natural people-person and bring genuine enthusiasm to the role. 
Building a good rapport with key client contacts through regular meetings, swift and professional responses to requests and delivering five-star customer service. 
Working both independently and as part of a larger team. 
Putting yourself in the clients’ shoes and can advocate for them when necessary. 
Delivering client comms strategies frequently and on time. 
Encouraging integration between departments. 
Using initiative to find solutions for any challenges presented  

Company Benefits: 
25 days Annual Leave (+bank holidays) 
Birthday day off 
Company pension scheme 
Flexible working hours 
On the job training 
Private Medical Scheme 
Aviva Group Income Protection 
Sick Pay 
Life Assurance 
Family Friendly Policies Maternity (26 weeks enhanced pay after a years’ service) Paternity (12 weeks enhanced pay after a years’ service) Shared Parental / Adoption / Parental Leave 
Smart Health – virtual GP second medical opinion, nutrition, health checks, fitness plans etc. 
MYNDUP – online mental health support with counsellors, therapists, life coaches, career coaches, mindfulness experts 
Aviva Critical Illness cover 
Employee Assistance Programme 
BUPA – discounted medical health assessments 
Discounted gym membership – Nuffield Health (20%) 
Share Incentive Plan
Sharesave Scheme 
Cycle to Work Scheme 
Help to Rent Loan 
Travel Loan 
Charity Holiday 
Charity Matching 
Give As You Earn (charitable donations) 
Refer a Friend scheme 
Loyalty Awards 
MyRewards online discount portal 
Ability to purchase Annual Leave