Customer Success Manager
Mollie
Job Level
Senior
About the role
- Coordinate account management and product development by developing and owning necessary tools and processes
- Represent Boldr to strategic Clients and advocate for Clients within operations
- Act as a trusted advisor recommending tailored solutions for complex client needs
- Streamline communications, document and follow up on key action items; ensure commitments are delivered
- Provide an excellent client experience with a positive attitude
- Monitor industry developments and apply best practices for improvement
- Learn and share new ideas, processes, and unique requirements internally
- Be highly responsive to client requests and prioritize competing priorities with limited supervision
- Execute account management functions for assigned Clients (covering ~1 to 5 team members)
- Serve as point of contact for client concerns and escalations; lead resolution by diagnosing root causes and coordinating cross-functional teams
- Support clients and team members from onboarding to steady state
- Conduct Business Reviews and ensure alignment on priorities; identify upsell and cross-sell opportunities
- Develop and maintain account plans to identify risks, opportunities, and expansion strategies
- Maintain client schedules, collect feedback, and drive actions to completion
- Manage CRM/HubSpot boards and pipelines for tracking, invoicing, and forecasting
- Support documentation of client expenses and related costs for proper billing
- Support broader GE Team in service of Tier 1 and 2 clients
- Manage client contracts (MSAs, SLAs) and monitor Boldr’s compliance with agreements
- Create and update process documentation for internal workflows; identify and implement process improvements
- Coordinate meetings with internal and external stakeholders and document meetings and agreements
- Contribute to frameworks and best practices adopted across the team; follow up on action items for assigned projects
Requirements
- Curious and authentic (#beboldr)
- Analytical and critical thinker with an eye for detail
- Passionate about client satisfaction
- Critical thinker with a make-it-work approach to solving business problems
- Good at building rapport with internal and external stakeholders
- Confident in making independent client-facing decisions while balancing client and company priorities
- Willing to mentor and support team members, sharing knowledge
- Basic understanding of the Outsourcing Industry is a plus; strong desire to learn if not
- Willingness and excitement to learn Boldr’s services (Customer Support, Data Management, Sales Enablement, Content Moderation, Sales)
- Willingness and excitement to learn partner industries (E-Commerce, SaaS, Finance, Real Estate, etc.)
- Strong grasp of Google Suite
- Experience with HubSpot or other CRM systems; familiarity with ATS, HRIS, and Timekeeping/Payroll tools is a major plus
- Strong verbal, written, and grammatical English fluency
- Around 3 to 5 years of work experience; client-facing experience a major plus
- Proven experience analyzing client data, identifying trends, and recommending solutions
