Client Success Associate

Role Description and Mission:

The Client Success Associate plays a crucial role in building and maintaining client relationships, ensuring client satisfaction, and providing targeted support for a select group of clients. By proactively identifying clients’ needs and potential challenges, they work closely with internal teams to drive client retention, identify revenue opportunities and promote long-term success.

Key Outcomes:

1. Account Management:
• Client Engagement: Serve as a point of contact for select clients when escalated issues arise, ensuring that their needs are met promptly and effectively. Support clients in understanding and navigating self-service tools to minimize dependency on direct support.
• Problem Solving: Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities.
2. Solution Adoption & Growth:
• Adoption Support: Assist the Sales Engineering, Platform Success, and Client Support teams with the implementation and ongoing execution of service agreements. Act as an escalation path for issues that cannot be resolved through standard client self-service tools.
• Growth Identification: Identify opportunities for solution expansion or additional services by analyzing client needs and feedback. Collaborate with senior team members to develop strategies for potential growth opportunities.
3. Commercial Management:
• Renewals: Own and manage the contract renewal process for your assigned clients, ensuring timely communication, negotiation, and closure. Be proactive in addressing any client concerns or questions related to the renewal process.
• Revenue Retention: Focus on maintaining high client retention rates by addressing escalated issues and ensuring a smooth renewal experience, balancing the needs of the client with the company’s goals.
4. Operations / Financials / Analytics: 
• Operational Efficiency: Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance. Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels.
• Data-Driven Insights: Use data analysis to provide actionable insights into client behavior, helping to fine-tune self-service options and optimize client outcomes.
5. Product and Industry Knowledge:
• Product Familiarity: Develop an in-depth understanding of the company’s product offerings, including features, configurations, and updates. Guide clients in utilizing these products effectively, and participate in training sessions to stay updated on new developments.
• Industry Awareness: Build foundational knowledge of industry trends and client-specific needs. Leverage this understanding to ensure client solutions are aligned with evolving market demands and technological advancements.
6. Internal Subject Matter Expertise:
• Collaboration: Act as an internal SME, providing guidance and insights to other departments (e.g., sales, product, support) on the needs, behaviors, and expectations of your assigned clients.
• Cross-Department Support: Assist in aligning internal teams on best practices for managing client accounts and navigating the specific challenges that arise from this select group of clients.

Skills, Education and Experience:

• Associate Degree or equivalent work experience. Bachelor’s degree preferred.
• 2-4 years proven experience in client support, customer service, or a related role.
• Expertise in Contractual Obligations: Deep understanding of contractual commitments, serving as a trusted internal subject matter expert (SME) to assist other departments with client-related inquiries and ensure compliance.
• Advanced Communication Skills: Exceptional ability to convey complex information clearly and foster open dialogue with clients.
• Data Analysis and Reporting Proficiency: Strong understanding of operational metrics to effectively track and analyze client data.
• SaaS Product Knowledge and Adaptability: Familiarity with SaaS products and a quick learner of industry-specific tools and practices.
• Proactive Problem-Solving with a Customer-Centric Focus: Anticipates client needs and resolves issues proactively with a customer-first mindset.
• Exceptional Multitasking and Prioritization Skills: Effectively manages multiple client accounts and shifting priorities while maintaining high service levels.
• Strong Organizational Skills and Detail Orientation: Highly organized with meticulous attention to detail in managing renewals and commercial activities.

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario