Client Success Specialist

Position Summary

The Client Success Specialist is responsible for managing customer relationships post-sale to maximize customer retention and satisfaction. They will work closely with customers to understand their business needs and objectives and provide strategic and tactical guidance to ensure customers achieve their desired outcomes using our products or services. This role requires a proactive, results-oriented professional with excellent communication skills and a deep understanding of customer relationship management.

Essential Duties

Operational Responsibilities

Customer Onboarding:

Guide new customers through the onboarding process, ensuring a smooth transition from sales to implementation.

Conduct training sessions and product demonstrations to help customers get started and achieve early wins.

Customer Engagement:

Develop and maintain long-term relationships with a portfolio of assigned customers, connecting with key business executives and stakeholders.

Regularly check in with customers to understand their needs and challenges, and provide proactive solutions.

Customer Success Planning:

Develop and execute success plans that outline the customer's goals, milestones, and metrics for success.

Monitor and measure customer health, usage, and engagement to identify areas for improvement and growth.

Issue Resolution:

Act as the primary point of contact for customer concerns and escalations, working to resolve issues quickly and effectively.

Coordinate with internal teams (e.g., support, product, sales) to ensure customer issues are resolved promptly.

Renewals and Upsells:

Drive customer renewals and identify opportunities for upselling and cross-selling additional products or services.

Collaborate with the sales team to ensure renewal and expansion opportunities are effectively managed.

Customer Advocacy:

Serve as a customer advocate within the company, providing feedback to the product team on customer needs and pain points.

Promote customer success stories and case studies to demonstrate the value of the company's offerings.

Data and Reporting:

Track and report on key metrics, such as customer satisfaction, retention rates, and usage patterns.

Use data to identify trends and insights, and develop strategies to improve customer success outcomes.

Supervision Exercised

N/A

Required Knowledge, Skills & Abilities

Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.

Excellent problem-solving and conflict resolution abilities.

Proficiency in using customer success software and CRM systems.

Ability to analyze data and derive actionable insights.

Strong organizational and project management skills.

Customer-centric mindset with a passion for helping customers succeed.

Proactive and results-oriented, with a strong sense of ownership and accountability.

Adaptable and flexible, with the ability to thrive in a fast-paced and dynamic environment.

Required Education and Experience

Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent experience) preferred.

3+ years of experience in customer success, account management, or a related customer-facing role.

Proven track record of managing customer relationships and driving customer success outcomes.

Special Requirements, Licenses, or Certifications

None.

Working Conditions and Required Physical Abilities

When working on site, this position is located in a quiet to moderately noisy indoor office environment.

Some travel required.

Individuals in this type of position must have the use of sensory skills in order to effectively communicate with other employees and the public through use of the telephone and personal contact as normally defined by the ability to see, read, talk, sit, stand, hear, use of fingers in order to handle, feel or operate objects and write. Must have the physical capabilities to move about the office and to effectively use and operate various items of office related equipment, such as but not limited to personal computer, calculator, copy and fax machines. Must be able to remain seated at a keyboard or desk for extended periods. Must be able to lift, carry, and/or push/pull articles weighing up to 20 lbs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the job.