Customer Success Representative

Customer Success Representative

Joe Riley and Associates Inc
2 - 5 Years
Not Specified

Job Description

About the Role:
The purpose of the Client Success Representative is to delight customers by ensuring the successful and timely delivery of company’s solutions AND creating positiveexperiences which will increase client retention and revenue. You will interface with key stakeholder groups comprised of company leaders and peers as well asexternal stakeholders – individual contributors and leaders from HR, as well as marketing, product, and sales leaders.
Key Accountabilities:
Managing a portfolio of 15 – 20 clients, depending on the of client
Retaining & growing existing client revenue
Developing a working knowledge of all company products and services to outline features and benefits
Overseeing client projects of all relevant company products – managed campaigns, webcasts, featured research, state of the industry research, case studies, pulse
surveys, onsite ads, social media, and publications bulletins
Driving client success by:
Managing launch of customer projects
Ensuring project success metrics are established with clients and reviewed monthly
Holding company team members and clients accountable for their time critical tasks
Proactively communicating potential challenges & opportunities with clients and management
Conducting quarterly business reviews with largest clients
Conducting one onsite meeting per year with largest clients
Conducting routine calls with clients to gauge satisfaction, review success metrics, provide analysis of project stats and look for opportunities to expand company’s
portfolio of products
Traveling to events and client sites as needed; expected travel 10 days a year * Maximize the use of technology and tools to streamline and organize your work:
collaboration, communication, and organization: G Suite of products (gmail, chat, sheets, docs, slides, forms, etc), G Drive, CRM, Zoom, and Asana
Embracing professional development and routinely reviewing with your manager
2+ years working in a role as a customer service rep with sales responsibility or as a sales rep with account management responsibilities
Strong written and verbal communication skills
Strong organizational skills, adaptable to change and detail oriented
Inquisitive and curious – fearless when asking questions
Fundamental understanding of Marketing’s key objectives: lead generation, digital marketing, content marketing; brand awareness is a plus
Experience with Asana is a plus
Familiarity with HR solutions landscape is a plus

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