Enshored

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Job Overview

Enshored is seeking a Client Success Manager (CSM) to support industry disruptive E-commerce, TravelTech, Fintech, SaaS Marketplace, Social Media platforms, and HealthTech companies. Positioned as a liaison between the Clients and Enshored, the CSM will support Clients by understanding and fulfilling the full potential of our partnership. Through collaboration with fast-paced internal workgroups, optimizing client-support initiatives, encouraging organic growth, establishing process excellence, and enhancing client satisfaction, the CSM delivers outstanding service and development for both the Client and Enshored.

The CSM position sits within Enshored’s Growth team, which includes Sales, Marketing, and Client Success. Together, the team is responsible for driving both new business and organic growth. The Client Success team is led by the Director of Client Success, with overall direction and oversight from the Chief Growth Officer.

Key Responsibilities

• Take ownership of the Client’s success criteria and lead the build-out of a clear Scope of Work. As the Client’s needs continuously evolve, you refine the Client’s key performance indicators (KPIs), success criteria, and overall scope.
• Drive organic growth by identifying upsell and cross-sell opportunities and then see these all the way through to a signed contract.
• Manage new and existing partnerships in North America at various points along the Client journey, including overseeing the successful onboarding of new clients. Ensure that all target metrics and service-level agreements (SLAs) are achieved and all Clients are overly satisfied with the team’s performance through weekly/monthly/quarterly business reviews.
• Collaborate with all levels of the organization across our Operation hubs located in Manila, Philippines, and Lisbon, Portugal. Respond to Client escalations, develop best practices, and connect Clients with cross-functional workgroups to further our existing Client Success Department and Enshored’s evolution as a BPO leader.
• Maintain deep knowledge of our Clients’ short and long-term goals to drive scaling initiatives and ensure Client stakeholders realize the full value of Enshored for current and future lines of business.
• Identify and mitigate risk while providing actionable feedback internally and externally that promotes improvement and innovation.
• Strategize, develop, and implement Client Success initiatives to gather feedback and enhance value across all Enshored Clients.
• Serve as a Brand Champion for client-facing resources.
• Draft and review agreements and contracts for your portfolio of clients.
• Assist Finance with billing verification and support.
• Participate in new hire recruitment, training, and continuing education as needed.
• Travel to client sites, industry events, Enshored’s global offices, and professional development engagements as needed.

Required Qualifications

• Education: Bachelor's or equivalent experience
• Experience: three to five years of client management/account management/client implementation experience in a fast-paced or startup environment.
• Skills:
  • G-Suite and Microsoft applications to create professional proposals, reports, and presentations.
  • Background in using CRM tools and project management applications to meet deadlines and stay highly organized.
  • Highly skilled in visual, verbal, and written communication.
• Languages: English

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About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.