Client Success Support - B2B

360Connect; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Dental Insurance

Employee assistance program

Flexible schedule

Health insurance

Health savings account

Life insurance

Paid time off

Retirement plan

Vision insurance

Job summary

360Connect in Austin, Texas, is seeking a Client Success professional for a 3-day-a-week hybrid role based in our office.

You will manage a book of business from onboarding through full lifecycle, serve as the main contact, and collaborate with sales, marketing and product teams to ensure client satisfaction and retention.

The ideal candidate has at least 2 years in a client-facing role, strong communication, CRM experience, proficient Excel skills, and the ability to type 40+ WPM.

Qualifications

• Minimum 2 years in a client-facing role, call center operations, account management, or customer success.
• Proven ability to build client relationships and drive retention.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to collaborate with cross-functional teams and manage multiple client accounts.
• Familiarity with CRM software and other relevant tools and technologies.
• Strong organizational and time management skills.
• Attention to detail.
• Proficiency in Microsoft Excel.
• Bachelor’s degree in business administration, marketing, or a related field is preferred.
• High School Diploma or equivalent.
• Ability to type over 40 WPM.

Responsibilities

• Develop and maintain relationships with assigned clients as their main point of contact.
• Manage a book of business from onboarding through full lifecycle of the customer.
• Provide ongoing support to Client Success Managers and Senior Client Success Managers.
• Answering incoming calls, process returns, data analysis, profile builds and ability to work across several platforms, reporting analytics.
• Proactively engage with client success managers to upsell or cross-sell and drive retention.
• Conduct regular check-ins with clients to assess needs and provide ongoing support and guidance.
• Collaborate with cross-functional teams to align client needs with products or services.
• Coordinate and facilitate client onboarding for a smooth transition from sales to implementation.
• Track and report on key metrics such as client satisfaction, usage patterns, and overall health of accounts.
• Act as the voice of the client to drive product improvements and enhancements.
• Identify and resolve issues or escalations promptly to ensure high satisfaction and retention.
• Stay updated with industry trends to provide clients with insights and recommendations.

Skills

Client relationships

Client satisfaction

Communication skills

Problem solving

Cross-functional collaboration

CRM software

Time management

Attention to detail

Microsoft Excel

Typing speed

Education

Bachelor’s degree

High School Diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

This is a 3-day-a-week hybrid position based in our office in Austin, TX.

Responsibilities

• Develop and maintain strong relationships with assigned clients, serving as their main point of contact.
• Manage a book of business from the Onboarding through complete life cycle of the customer.
• Provide ongoing support to our Client Success Managers, and Senior Client Success Managers to include:
  • Answering incoming calls
  • Process returns
  • Data analysis
  • Profile builds and ability to work across several platforms
  • Reporting analytics
• Proactively engage with client success managers to ensure their satisfaction, identify opportunities for upselling or cross-selling, and drive client retention.
• Conduct regular check-ins with clients to assess their needs, address any concerns, and provide ongoing support and guidance.
• Collaborate with cross-functional teams, such as sales, marketing, and product development, to align client needs with our products or services.
• Coordinate and facilitate client onboarding, ensuring a smooth and seamless transition from sales to implementation.
• Track and report on key metrics, such as client satisfaction, usage patterns, and overall health of client accounts.
• Act as the voice of the client within the organization, providing feedback and insights to drive product improvements and enhancements.
• Identify and resolve any issues or escalations in a timely and effective manner, ensuring high client satisfaction and retention rates.
• Stay up-to-date with industry trends, best practices, and competitor activities to provide clients with valuable insights and recommendations.

Skills

• Minimum of 2 years of experience in a client-facing role, call center operations, account management, or customer success.
• Proven track record of managing client relationships and driving client satisfaction and retention.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
• Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.
• Ability to collaborate effectively with cross-functional teams and manage multiple client accounts simultaneously.
• Familiarity with CRM software and other relevant tools and technologies.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Strong attention to detail.
• Proficiency in Microsoft Suite, especially excel.
• Bachelor’s degree in business administration, marketing, or a related field (preferred).
• High School Graduate or Equivalent.
• Ability to type over 40 WPM.

Benefits

• Dental Insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance