Client Success Representative

Job Title:  Client Success Representative

Reports To: Director of Client Success 

FLSA: Non-exempt

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
  

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Summary/Objective:  The Client Success Manager is adept at understanding customer needs and providing strategic solutions to ensure client satisfaction and retention. Committed to helping clients achieve their goals while maximizing the value of our products and services. You will play a pivotal role in ensuring the success and satisfaction of our clients by serving as their primary technical liaison. You will be responsible for understanding our clients' technical requirements and providing guidance on product implementation and optimization. This role requires a blend of technical proficiency, customer service acumen, and business acumen to navigate complex client environments effectively and drive value through our solutions.

Essential Duties and Responsibilities 

Relationship Building: Establish strong and trusted relationships with clients by being their primary point of contact. Act as an advocate for the client within the company and work to understand their business needs and challenges.

Needs Assessment: Regularly assess the client's business needs, goals, and challenges. Understand their pain points and requirements to identify opportunities for providing additional support.

Account Planning and Strategy Development: Developing strategic account plans to grow revenue and meet sales targets, including identifying opportunities for upselling or cross-selling by analyzing account potential.

Revenue Growth and Retention: Oversee customer account management, including negotiating contracts and agreements to maximize profit and minimize churn. Collaborate with the Sales Manager to achieve quotas while keeping clients satisfied and engaged with our products and services in the long run.

Product Knowledge: Develop a deep understanding of the company's services. Staying informed about platform updates, new features, system roadmap or backlog, company products, and services, as well as industry trends, to effectively communicate their value to clients. 

Onboarding and implementation: Guide clients through the initial setup and implementation process of the product or service. This includes understanding the client's goals, configuring the solution to meet their needs, and ensuring a smooth transition.

Client Training: Provide training sessions or workshops to clients to ensure they are proficient in using the product or service effectively. This might involve creating training materials, conducting webinars, or offering one-on-one coaching.

Troubleshooting and Support: Act as an escalation point for clients when they encounter issues or have questions. Coordinate with the Enterprise Help Desk Specialist and Platform and Development teams to ensure timely resolution of problems.

Customer Success Planning: Collaborate with clients to create and implement success plans tailored to their specific goals. These plans outline objectives, milestones, and strategies for achieving desired outcomes including tracking client health scores to ensure continuous improvement and satisfaction.

Quarterly Business Reviews: Schedule and conduct quarterly check-in calls or meetings with clients to review their progress, address any concerns, and gather feedback. Use these interactions to reinforce the value of the product/service and deepen the client relationship.

Customer Advocacy and Feedback Collection: Act as a voice of the customer within the company by gathering feedback and insights from clients. Share this feedback with relevant teams to drive product/service improvements.

Communication and Coordination: Ensure the timely and successful delivery of our solutions according to customer needs and objectives by collaborating with internal departments. Communicate the progress of initiatives to internal and external stakeholders.

Escalation Management: Handle client escalations professionally and effectively, ensuring that any concerns are addressed promptly and resolved to the client's satisfaction.

Documentation and Record-Keeping: Maintaining accurate records of client interactions, sales activities, and account information using our CRM software or other relevant tools.

Special Skills

Knowledge of the Mortgage Industry (preferred but not required)

Computer Skills - Experience in learning new software programs and systems quickly and the ability to instruct others in use.

Technical Skills - Attention to detail with a focus on accuracy; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Problem Solving - Identifies and resolves problems promptly; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

Project Management – Assists in developing project plans; Provides processes and procedures to help coordinate projects; Communicates changes and progress.

Reasoning Ability - Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

Play

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Accountability

Accountability - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Communication

Strong Interpersonal skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; 

Presentation skills - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

Excellence 

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to sit, operate computer equipment, and walk/stand.
• The employee may occasionally lift up to 25 lbs. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment is usually moderate, similar to that of a busy office.
• Travel may be required eventually but is not part of the role currently.