Client Success Manager

Position Summary The Client Success team is looking to find an experienced service representative to help build and deliver a world class experience to our Clients. The Client Success Manager will also need to be keenly aware of client needs and be responsible for following through with upsell opportunities.

Job Description:

The Client Success team is looking to find an experienced service representative to help build and deliver a world class experience to our Clients. The Client Success Manager will also need to be keenly aware of client needs and be responsible for following through with upsell opportunities.

• Offer support for high touch accounts servicing legal, medical, and other industries and organizations
• Manage tasks tied to the pre-, post-, and sustaining implementation of our InReach platform
• Possess a Client-focused mentality to ensure the success of our Client’s continuing education programs
• Maintain positive and meaningful relationships with our Clients by demonstrating integrity and building trust
• In collaboration with Management, identify and provide ideas for improvements that are related to increased efficiencies, improved processes, and the overall success of the team
• Document and track all Client interactions in an organized way
• Provide pro-active service with the goal of delivering solutions and root cause analysis prior to Clients identifying upsell opportunities
• Manage Special Projects as necessary
• Maintain extemporary quality standards
• Identify and communicate any threats, obligations and opportunities to the Manager and the Team
• Work collaboratively with product management and engineering teams to enhance and fix bugs in the InReach platform
• Drive revenue growth through organic growth and Back to Base sales
• Perform other duties as assigned by the Manager

This is a 40-hour per week, full-time role. Exact hours worked can be flexible, as long as they allow for the business and client needs to be fulfilled.

• High school or equivalent
• Client Success Management experience: 3 years or more
• Data entry: 1 year (preferred)
• Sales experience: 1 year (preferred)
• Experience mentoring client service representatives or peers
• Personal and professional commitment management experience including break and lunch schedule administration
• Experience in a priority setting, being able to effectively prioritize tasks and handle multiple tasks simultaneously
• Excellent organizing abilities, effective and clear written and verbal communication along with highly developed listening skills to clients and colleagues
• Strong client focus orientation and critical thinking skills to resolve complex client concerns/issues on their own, solution-oriented mindset
• Proven ability to maintain patience, composure, and have compassion to de-escalate difficult situations to resolve conflicts by both email and over the phone
• Demonstrated interpersonal savvy, relates well to all kinds of people, able work effectively with client admins and all teams in the company
• Understanding of the importance of informing clients and colleagues of time sensitive information
• Demonstrated ability to apply critical thinking skills to identify and provide ideas for improvements that are related to increased efficiencies, improved process, and the overall success of the Team
• Ability to understand the clients' business objectives and to identify opportunities to expand value through thoughtful recommendations
• Desire to learn and grow, and collaborate with other members of the Team
• Exemplary attendance record
• Must demonstrate strong integrity and trust
• Possesses a drive for exceeding revenue targets and goals
• Intermedia…