Customer Success Manager
1 month ago
At ASG Group, we're seeking a skilled Renewal Manager to join our team. As a key member of our consulting services team, you'll play a crucial role in managing and renewing our consulting engagements with existing clients.
Key Responsibilities:- Renewal Management: Own and manage the renewal process for existing consulting engagements, including preparing proposals, negotiating terms, and securing contract renewals.
- Client Engagement: Develop and maintain strong relationships with key client stakeholders, acting as their trusted advisor to ensure their goals and objectives are being met.
- Strategic Account Planning: Conduct regular account reviews to assess client satisfaction, identify challenges or areas for improvement, and develop strategies to secure renewals.
- Value Demonstration: Effectively communicate the value and impact of ASG Group's consulting services to clients, using data-driven insights and success metrics to support renewal discussions.
- Risk Mitigation: Identify potential risks to client retention, such as service dissatisfaction or changing business needs, and develop proactive strategies to address them.
- Cross-functional Collaboration: Work closely with consulting, delivery, and sales teams to ensure alignment on client needs, service delivery, and renewal strategies.
- Upsell and Cross-Sell Opportunities: Identify opportunities to expand the scope of existing engagements, including upsell and cross-sell opportunities, and collaborate with sales teams to drive additional revenue.
- Client Feedback: Act as a customer advocate by capturing and conveying client feedback to internal teams, driving continuous improvement in service offerings.
- Reporting and Analytics: Maintain accurate records of renewal activities, client interactions, and engagement health in CRM systems. Provide regular reports on renewal performance and forecasts to management.
- Bachelor's degree in Business, Marketing, Management, or a related field.
- 3+ years of experience in customer success, account management, or client-facing roles, preferably within a consulting or professional services firm.
- Demonstrated experience managing and negotiating contract renewals.
- Strong understanding of consulting services and the ability to articulate the value proposition to clients.
- Excellent communication, negotiation, and interpersonal skills.
- Proven track record of meeting or exceeding targets related to client retention, renewal rates, or account growth.
- Strong problem-solving skills with a proactive and results-oriented approach.
- Experience working with customer relationship management (CRM) tools.
- Ability to work independently and as part of a collaborative team in a fast-paced environment.
- Familiarity with the Australian consulting market and client landscape is a plus.
As a Renewal Manager at ASG Group, you'll have the opportunity to work with a talented team of professionals, drive business growth, and make a meaningful impact on our clients' success. If you're a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity.
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