Eric Nelson gets the question every day. What’s a “Client Success Manager” and what’s that really mean?
It’s actually pretty simple, and exactly what it sounds like. “I meet with home improvement and home services contractors, explain how our system works, sign them up and then help them become successful with it,” he explains. “It’s a pretty easy job, because I know how much we’re going to help them. And our system is so turnkey that it’s super-easy to implement and run with. They just need some gentle guidance getting started.”
The bulk of Eric’s day is spent making and taking calls, setting up meetings, being responsive to emails and helping solve problems. He also gets to attend shows and events where he gets to meet both prospects and clients in person.
“Technology makes life easy,” he shared, “but there’s nothing like shaking someone’s hand or sharing a meal together.”
Being in a sales & marketing role helps Eric connect immediately with his clients. By learning what their customers needs are, he can help bring a range of solutions to the table. This includes anticipating market conditions to help drive qualified leads, giving them the tools and setting up the systems to close those leads, and then delivering an experience that gives the homeowner so much value that they would never DREAM of cancelling.
But the biggest secret he shares with clients is to be responsive. “Respond immediately,” he advises. “Whatever the concern, whatever the question – do whatever it takes to make the customer happy. Thoughtful communication is the secret to what I do – and it’s so important for all of our clients to keep in mind when dealing with their own customers.”
There’s a great bond Eric creates with his clients, because he truly is committed to their success. He explains that “by doing the right thing every time, it will end up creating a long-lasting and profitable relationship.” And that applies to both him and to his clients. It’s a win-win for everyone.
Want to learn more about what Eric does or how he can help your business? Schedule 15 minutes with him and see why companies across the country trust him with their success.