Jessica Ludlow

Key Client Success Manager @LERETA, LLC

The Client Success Team\'s core goals are client satisfaction, client retention, and growth of LERETA\'s market share. To achieve these goals, we create and nurture relationships at all levels within our client\'s shops. CSMs engage in consistent communication with our clients. We are laser focused on current and future business needs, SLA adherence, extraordinary customer service and overall client satisfaction.My role has a broad scope of responsibilities, I interact with every business unit at LERETA as well as with our clients. Our responsibilities include but are not limited to:Client: Advocating for both the client and LERETA. Actively participate and guide clients through their implementation, acting as a liaison and providing support throughout. Performing client training. Hosting and coordinating regularly scheduled and ad hoc calls to review service levels, concerns or initiatives with the clients. Creating meeting agendas and managing related action items. Performing client health assessments and overviews.Sales: Introducing and upselling new products. Collaborate with and support the Sales Team as needed. Keep Salesforce up to date with client level activities, client contact details, revenue, etc. Develop reports and dashboards in Salesforce to assist with their efforts.Executive Engagement: Engaging with the executive leadership on client and industry topics of which they need to be kept abreast. Coordinating, scheduling and providing client summaries for Executive-to-Executive calls with clients. Meeting monthly to explain, defend, and develop retention or recovery plans for at risk clients.