Not sure the name of this position

Hey ladies! I currently work for a SAAS start up and we're and we're rapidly growing. I have a STRONG passion for client/customer succes/service, but I get overwhelmed at times when handling clients everyday.

I recently came to the realization that I would love to be the person that creates best practices and daily flow for client success for their day to day and when it comes to interacting with clients. Whether if it's a document that's created to refer to or an easier "workflow" for everyone's day to day that allows the team to stay consistent and still personable. I would like to gather feedback from clients and their pain points to help with client renton, clients dont always express ALL of their issues only the ones they see as a major issue in the moment.

I would like to bring this idea to my manager, but I can't think of the proper name for this type of position. Does anyone have an idea?

Thank you so much in advance!

MaggieRuvoldt's profile thumbnail
I would call that Client Operations or Implementations.
maylontureaud's profile thumbnail
I like that! Thank you 😊
annamiller's profile thumbnail
Other ideas are Account Services, Account Management & Education. This is an excellent role to go into at a growing startup!
maylontureaud's profile thumbnail
I’ve never heard of these, I’m going to look these up they sound very interesting. Thank you!
lisahasfal's profile thumbnail
Product Manager in some realm
iynna's profile thumbnail
Client Onboarding / Operations!
PatriciaGestoso's profile thumbnail
For me, you are talking about two different positions.The first one - "best practices and daily flow for client success for their day-to-day and when it comes to interacting with clients" - is part of customer operations. I'm a Global Director of Customer Operations and part of the job is work I do.The second - "I would like to gather feedback from clients and their pain points to help with client renton, clients dont always express ALL of their issues only the ones they see as a major issue in the moment." - it can be customer success manager in some companies. Note that this position is often linked to sales.
At our company this is part of Customer Enablement. It's part of the Customer Success org, but specifically focuses on helping the CSMs be successful.
Manda's profile thumbnail
I’m the Director of User Experience at my company, and it sounds like you would be a great UX or service design researcher/strategist.
natfoo's profile thumbnail
I was also thinking this could be within the realms of a service designer