What are the responsibilities and job description for the Client representative position at Daigle Law Group?
Daigle Law Group, LLC is seeking a Client Success Representative to actively monitor and ensure the success of our clients using the DLG Learning Center, as well as provide excellent customer service to our customers.
The ideal candidate should have a strong background in customer success and support, with excellent analytical, problem-solving, and interpersonal skills.
The candidate should also be passionate about helping clients succeed, identifying upsell opportunities, and working collaboratively with the sales team.
Additionally, the candidate should have experience working with client databases and automation tools.
Core responsibilities include :
- Actively monitor customer accounts health and usage across all programs to identify areas where users are stalling.
- Develop communication plans to customers in communication blasts.
- Provide appropriate support and resources to nudge users back to active usage.
- Respond to customer inquiries, address their concerns, and resolve any issues they encounter.
- Help with adding / removing users, resetting passwords, changing usernames, and assisting with completion credits / certificates.
- Identify key upsell opportunities for users and provide them with the information they need to make a purchase.
- Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
- Conduct quarterly check-in calls with agency accounts to explain usage data and explore exciting new features.
Job Requirements :
- Bachelor's degree in a related field or equivalent experience.
- Minimum of two (2) years of experience in client success and support or a related field.
- Strong technical background, particularly with online software products and services preferred.
- HubSpot or CRM knowledge required.
- Track record of success working directly with customers to resolve issues.
- Excellent people, presentation, written, and oral communications skills.
- Multi-tasker extraordinaire and time management guru.
- Ability to travel up to 25% of the time.
- Works well with others and thrives in an ever-changing environment.
Responsibilities are subject to change and tasks may be added as needed.
About Daigle Law Group & the DLG Learning Center :
Daigle Law Group is a leading law firm specializing in management consulting services in support and development of effective and constitutional policing practices.
Our firm focuses on legal representation, management organizational reviews, policy and procedure development, and leadership training.
DLG works with the three prongs of successful operation to include local governments, police agencies, and community members.
The Learning Center offers easily accessible high-quality online law enforcement education on-demand through our website.
The DLG Learning Center makes effective training available to officers anytime from anywhere.
Last updated : 2024-10-19