Client Success Specialist

We are seeking a Client Success Specialist who can support our clients, build relationships with them, and provide coaching where applicable. The ideal candidate should be able to efficiently communicate SaaS product and service information, business process and pricing changes and media buying strategy and tips.

As our client success specialist your responsibilities include supporting our clients as they transition from sales prospects to building close relationships that will last beyond any one program or product-purchase process.

The ideal candidate must be comfortable with providing product demonstrations and coaching sessions to our clients. They should be able to perform regular customer health checks to increase revenue potential and retention and reduce churn.

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely and professional manner.

Duties:

• Assist clients with setting up and navigating programs or software

• Build strong relationships with our clients

• Promote the value of our SaaS products and services

• Set up and implement SOPs for all client communications

• Cross sell and upsell services and products

• Assist in creating training courses and educational materials

• Manage customer communication channels (Slack, live chat, messaging platforms, etc.) to effectively deliver world-class customer service

• Manage churn and increase client retention

• Create onboarding processes using inhouse tools and systems

• Educate, coach and train clients to ensure they get maximum value from our products, services and programs

• Drive account expansion with contextual offers thus growing client lifetime value

• Collect customer feedback and close feedback loops

• Map customer success journeys to spot and remove friction

• Liaise with the sales team to understand customer needs and pain points

• Liaise with the marketing team for better user insights

Requirements and Skills:

• Strong listening and communication skills

• Presentable as this is a customer facing role

• Proven work experience as a Customer Success Manager, Customer Coach or similar role

• Experience working in digital marketing, media buying, coaching and promoting value through customer experience

• Exceptional ability to communicate and foster positive business relationships

• Technical skills required, as the role involves the use of SaaS products and services

• Accountability and personal organization are essential

• Empathy

• Data -savviness

• Relationship building and management

• Problem Solving

Added Bonus - Facebook marketing experience for high risk niches (casino, nutra, crypto, dating, etc.)

Offer

This is a new role so you have the ability to apply your personal touch to the position. It is a greenfields, start from scratch so there is plenty of room for innovation.

You have a great opportunity to learn from a fast growing SaaS company building cutting edge technology in the media buying industry focussed on high risk niches.

This is a full time or close to full time position that requires a minimum of 30 hours per week.