Client Success Advisor

ADP, Inc.; San Diego (CA); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Free healthcare

Dental, Vision & Life Insurance

401(k) with matching

Tuition reimbursement

Paid time off & holidays

Hybrid work model

Job summary

Vistage is seeking a Client Success Advisor to manage the customer service experience and member retention for our San Diego base, while supporting our UK Chairs and membership base. The CSA will engage with C-level clientele by phone and email, re-engage active members considering alternatives, and drive retention through empathetic, strategic problem solving.

The role requires building enduring relationships, coordinating with internal teams, and delivering a world-class service experience in

Qualifications

• Strong customer service skills with the ability to interact at C-level.
• Background in project management or business development is a plus.
• Experience selling to C-suite clients and building relationships.
• 5+ years in inside phone sales/consulting/customer service.
• Familiarity with Salesforce CRM is preferred.
• Excellent multitasking and organizational skills.
• Ability to diffuse conflicts professionally.
• Working knowledge of Windows, MS Office, and internet research.
• Some travel within the U.S. may be required.
• Experience supporting UK-based clients is preferred but not required.

Responsibilities

• Serve as the single point of contact for UK Chairs and membership.
• Re-engage active members considering membership alternatives and direct them accordingly.
• Engage with C-level clientele via phone/email with tact and persuasion.
• Support Chairs and onboard new members, and conduct exit interviews when needed.
• Build and maintain enduring business relationships to maximize retention.

Skills

Customer service

Project management

Sales to C-suite

Inside sales

Salesforce

Multitasking

Conflict resolution

MS Office

Accounting basics

Willing to travel

UK market experience

Tools

Salesforce CRM

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Client Success Advisor

Full-Time Regular Employee San Diego, CA, US

POSITIONSUMMARY

Responsible for both the customer service experience and member retention efforts for the organization, the Client Success Advisor (CSA) seeks to ensure a World class service experience for all the constituents of the Vistage-inspired community. Based in our San Diego headquarters, this role will support our Vistage UK entity, functioning as the designated single point of contact for our UK Chairs and membership base.

In addition to the essential duty of supporting Chairs, the CSA will also be measured on his/ her ability to re-engage those active members who are seeking membership alternatives and directing them accordingly, so a similar past work experience of applying empathetic, active listening skills with conflict resolution to address member ‘pain points’ while providing alternative solutions in order to keep the member satisfied, is critical.

This position requires regular phone/email conversations with C-level clientele, including internal staff, so it requires considerable tact, discretion and persuasion in order to obtain willing action and consent from those involved. A keen understanding of the audience being supported, coupled with the ability to build and maintain significant and enduring business relationships is a must to be successful in this high impact role.

THE COMPANY

Vistage is the world’s largest CEO coaching and peer advisory organization for small and midsize business (SMB) leaders. We offer the most effective approach for SMB enterprises to achieve better results and grow faster and for SMB leaders to maximize their impact.

The 45,000+ members we serve are CEOs, owners and executives of SMB organizations located across the US and in 40 countries worldwide. These SMB executives spend a day or more with Vistage every month, immersing themselves in our comprehensive platform to become better leaders, make better decisions and achieve better results. Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), as well as deep insights from subject matter experts.

Vistage was founded more than 65 years ago, and we’ve grown every year since then by innovating to stay on the cutting edge of business and relentlessly delivering value to our members. Our success is demonstrated by Vistage member companies growing 2.2 times faster than non-Vistage peer companies. Learn more about us at www.vistage.com.

VISTAGE EMPLOYEE LIFE

Vistage’s success is anchored by a unique culture that reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success:

• Welcome to our home.OurUSheadquarterssitsintheheartofSanDiego’sUTCarea.Itfeaturesanopen,modernaestheticwithlotsofcollaborationspacesandopportunitiestointeractwithco-workers.Westayfueledupwithfreesnacksandaweeklyfreelunchday,alongwithfreelattesandnitrocoldbrewcoffeeontap!FromourSanDiegobase,wecollaboratewithcolleaguesbasedacrossthecountryandaroundtheworld.
• We sweat the details.Ouron-sitegymisdeckedoutwithPelotonbikesandothertop-tierfitnessequipmenttokeepyourworkoutchallengingandfresh.Ourcampusalsooffersaccesstoanadditionalgym,volleyballcourts,andascenicofficepark,perfectforgettinginthosemiddaysteps!
• We invest in your career.Eachemployeehasanactionablecareerprogressionplandevelopedthroughindividualcollaborationwiththeirmanager.Wefocusonpromotingfromwithin,andemployeeprogressionplansarecomplementedbyall-staffdevelopmentdaysheldinourstate-of-the-artlearningcenter.Employeesalsohaveaccesstotonsofindividualizeddevelopmentresourcesandageneroustuitionreimbursementprogram.
• We invest in you.Ouremployeebenefitsprogramisoneofthemostgenerousyou’llfind.Fully-paidhealthcareisprovidedforemployeesthroughAetna,alongwithaccesstodental,vision,andlifeinsurancecoverageavailabletoemployeesatverylowrates.Takecareofyourfinancialfuturewitheligibilityfor401(k)matchingfundsafteryourfirstmonthasanemployee.Usethefreeindividualinvestmentcounselingweprovidetohelpyougrowthemoneyyou’vesaved.You’llalsostartwith16daysofpaidtimeoff+12paidholidaysperyeartoallowyoutorelaxandrecharge.Employeesreceiveadditionalannualpaiddaysoffbasedontenure.
• We keep it fun!Whether you’re with us in the Padres luxury suite enjoying our summer baseball outing, unwinding during an employee happy hour, or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules, along with the freedom to work from home three days per if you so choose! We value mutual respect and laughter . . we hate stiff formality. You’ll have regular access to Vistage executives—our CEO even buys everyone doughnuts to fuel his informal employee chats!

Vistage’s culture and sense of mission drive employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey?

QUALIFICATIONS:

To perform this job successfully, an individual must be able to conduct each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Abletoengagetop-levelcandidates(CEO,KeyExecutive,SmallBusinessOwner)incandidconversationsoverthephone.
• Workscollaborativelywithotherteammemberstocoordinateefforts,sharebestpracticesandcapitalizeonopportunities.
• Workswithfieldmanagementtodetermineopportunitiesformarketpenetration.
• MakesrecommendationstoManagerofClientSuccessregardingopportunitiestomaximizeretention.
• Serveasthe‘CorporateAdvocate’on-boardingnewmembersofnewlylaunchedandexistingVistagepeergroups,helpingmembersduringtheirtenurebetterleveragetheVistageprogramandconductingexitinterviewstosavependingmemberresignations.
• ServiceClients(Chairs,members,speakers)withamyriadofmatters,includingbutnotlimitedtosupport,problemsolving,coaching,promotingVistageinitiatives,generaltechnicalsupport,accountingandmembership,observinga24hourservicelevelagreement.
• DevelopstrongrelationshipswithintheVistagecommunity-includingChair,members,andinternaldepartmentsinordertoensureopencommunication.
• Attendasmanyteambuildingactivities,EmployeeEngagement/DevelopmentDays,andanyotherinvitedVistagecommunityevents;mayoccuroutsideofnormalbusinesshours.
• Periodically attend group meetings, Vistage Conferences, and marketing events. This may involve travel local to San Diego and within the US.

EDUCATION&EXPERIENCE

• Strongcustomerserviceskills;abilitytointeractwithC-levelclientele.
• Projectmanagementorbusinessdevelopmentbackgroundpreferred.
• Previousexperienceinsolutionselling/relationshipsellingtoC-suiteclients
• 5+years’experiencewithinsidephonesales/consulting/customerservice
• StrongunderstandingofSalesforceCRMtool(2+years)preferred
• Strongmulti-taskingandorganizationalskills,withtheabilitytoprioritizeworkload
• Abilitytodiffusepotentialconflictinaprofessionalmanner
• ComputerknowledgetoincludeWindows,MSOffice,SalesforceandInternetresearch
• Workingknowledgeofbasicaccountingpractices
• SometravelwithintheU.S.isrequired
• PreviousexperiencesupportingUK-basedclientsorworkingwithintheUKmarketispreferred,butnotrequired.

TOTALCOMPENSATIONRANGE

The expected annual pay range for this position is $70,000 - $79,875. This range includes a target annual bonus equal to 6.5%. The salary provided reflects compensation for candidates based in San Diego, CA. Compensation will be determined based on the successful candidate's experience, qualifications, skills, and other job‑related factors.

JOBLOCATION

Hybrid in San Diego; 3 days onsite, 2 days offsite.