Client Success Representative

About the Role:
The purpose of the Client Success Representative is to delight customers by ensuring the successful and timely delivery of solutions AND creating positive experiences which will increase client retention and revenue. You will interface with key stakeholder groups comprised of leaders and peers as well as external 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 size of client
• Retaining & growing existing client revenue
• Developing a working knowledge of all products and services to outline features and benefits
• Overseeing client projects of all relevant 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 ---------- 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 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
What does it take to be a successful Client Success Representative?
• Willingness to address opportunities and areas for improvement head on
• Knowing the products inside and out to provide technical support or training to customers
• Being an advocate for both the customer and ----------
• Dedication and accountability - “no excuses” kind of person who knows what they are responsible for and knows that a happy and successful client is the goal
• Ability to recommend product add ons and features that add value to the ---------- solution set
• Someone who embraces a supportive culture of candor that praises publically and criticizes privately
Minimum Requirements and Qualifications:
• 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