ROLE DESCRIPTION
A Client Success Associate is responsible for providing administrative support to the Sales & Client Success Team. Will be in charge of organizing and attending meetings and monitoring calendars. In addition, S/he will be asked to do internet research, manage other administrative responsibilities, customer service, and assist the Project Manager.
The Client Success Associate will be working closely with internal and external stakeholders and clients. As such, highly effective relationship management, communication, and influencing skills are required. Furthermore, this position and the organization are fast-paced and dynamic, with numerous and different difficulties along the way. As a result, you will flourish in a collaborative, flexible, and achievement-driven atmosphere.
KEY RESPONSIBILITIES
Managing the overall relationship with assigned clients, including onboarding, implementation, training, increasing adoption, ensuring retention, and high customer satisfaction levels.
Onboarding new clients to help them understand the full suite of company products, programs, and services we offer and managing the same to ensure clients are launched on time, on budget and on scope.
Maintaining and developing Client Success strategies and best practices, as well as client support content, with the help of the Marketing Team.
Accessing company systems to keep track of Client Success Metrics about Clinic Performance and generate monthly reports for clients and senior management.
Proactively maintaining communication channels with clients as the main point of contact for any concerns, issues and/or requests, helping them work through problems via phone, email, video conferencing or chat and ensuring that appropriate actions are taken while still building rapport, identifying areas of opportunity and highlighting best practices.
Clearly communicate company values and update clients on any new products, programs, or marketing initiatives. Documenting resolutions of clients for reporting and creating a resolution database.
And other Ad hoc tasks assigned by the Manager.
Required Skills and Qualifications
At least 2 years of experience in Client Success with stakeholder management skills
Strong verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Customer Focus
Actively seeks to understand and deliver client needs, expectations, and level of satisfaction
Able to maintain good relationships with clients and other stakeholders
Pro-actively seeks solutions for clients
Experience in working with a Canadian company is a plus
Preferred Skills and Qualifications
Bachelor’s Degree in Business Management, Marketing, Communications and the like
Knowledge of Client Relationship Management and Project Management Tools
Additional information
Set-up: Full-time, Remote
Schedule: Monday - Friday, for 7.5 Flexible working hours between 6am-6pm Eastern Standard Time Zone (EST)
