Customer Success Specialist

2 weeks ago


Milwaukee, Wisconsin, United States Novir Full time

What You'll Do:

  • Continuously evaluate and adjust our client onboarding process as Novir continues to scale
  • Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners
  • Lead the customer onboarding workflow and make recommendations for improving the onboarding process.
  • Develop and nurture strong relationships with assigned clients, acting as their main point of contact from onboarding through service completion
  • Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction
  • Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients
  • Actively provide the sales team with insights and recommendations for the organization's growth and success.
  • Drive revenue growth by identifying upselling and crossselling opportunities within existing accounts
  • Monitor account performance metrics, proactively addressing any issues or concerns
  • Conduct regular checkins with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs
  • Collaborate with the sales team to identify and pursue new business opportunities within assigned accounts
  • Advocate for and represent the voice of the customer internally.
  • Ensure accurate and timely recordkeeping of all client interactions, contracts, and sales activities in our CRM

How Success Is Measured:

  • Number of clinics scheduled & vaccines administered
  • Account Retention Rate
  • Customer Feedback

Key Experience We're Looking For:

  • Bachelor's degree in business, marketing, or a related field (or equivalent work experience)
  • 3+years' experience in client relations or management, preferably in a B2B environment
  • Demonstrated understanding of sales principles and techniques, with a track record of meeting or exceeding sales targets
  • Experience effectively managing multiple clients, and prioritizing tasks in a fastpaced environment
  • Experience negotiating contract renewals with a solutionoriented approach.
  • Strong understanding of customer support strategies and best practices.
  • Experience working with CRM software and other relevant tools to manage and track client interactions

Who You Are:

-
You're Driven: You are a self-starter, but aren't afraid to ask for direction
-
You're Analytical: You understand systems and reporting, and are able to critically analyze data
-
You're A People Person - Customer service is at the core of everything you do, and you are a great partner both internally and externally
-
You're Flexible:You are comfortable flexing outside your role, and thrive in a changing environment

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