Cherre

Customer Success Manager

• Contributing to our client-facing Client Success processes, policies, playbooks, and values to deeply integrate Cherre into our clients’ everyday workflow.
• Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience.
• Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners.
• Monitoring Cherre’s Intercom ticketing system to ensure prompt responses / resolutions to client issues.
• Supporting Client Success team in collaborative engagements, such as helping build out quarterly business review decks, to maintain and enhance client relationships.
• Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention.
• Collaborating with the Client Success Team to cultivate client references and case studies, while also liaising with Marketing, Product, and Sales teams to help create client collateral.
• Channeling client feedback to the product team, and working with the team to find solutions that meet or exceed client expectations.
• Handling client escalations and helping with successful resolution.
• Supporting client renewals and partnering with internal stakeholders to execute accordingly.
• Identifying expansion opportunities and assisting clients in evaluating new data sources to enhance their business outcomes.
• Assist in the development, maintenance, coordination and monitoring of project plans and schedules.
• Ensure all project documentation is up-to-date and properly stored.
• Prepare and distribute regular project status reports, highlighting key milestones, risks, and issues.
• Document meeting minutes, action items, and follow-up tasks from project meetings.
• Track project deliverables and ensure all team members are aware of their responsibilities and deadlines.
• Provide administrative support to the lead project manager, including scheduling meetings, coordinating travel, and other tasks as assigned.
• Maintain and update project management tools and software.

Client Success Associate