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Bilingual Client Success Specialist

3 months ago

Saint Paul, United States Augeo Affinity Marketing Full time
Job DescriptionJob DescriptionDescription:

Hello, we're Augeo – we are a global leader in enterprise-level engagement and loyalty platform technology, delivering compelling experiences and fostering meaningful connections for employees, consumers, members and channel partners across many industries and verticals. We serve hundreds of clients, including 70+ Fortune 500 companies, representing millions of end users.

We are thought leaders and disruptors who think differently and creatively, built by entrepreneurs, operators and innovators.


At Augeo, we're passionate about providing an inclusive workplace that values diversity and our sustainability initiatives. Everyone is welcome - our employees are comfortable bringing their authentic whole selves to work. Be you, reach your full potential.


We work hard, we play hard and, most importantly, we care to our core about our teams and each other. We over-communicate around everything...especially while we navigate our new hybrid world.


As we continue to expand our operations, we are seeking a strategic and results-oriented Client Success Strategist to join our customer success team and client engagement efforts, with a focus on client acquisition and retention, new growth opportunities and driving value for our clients.


Summary

We are looking for a dynamic and customer-focused Client Success Strategist to serve as a trusted advisor to our clients and help them achieve their business goals. The ideal candidate will be lead and oversee the client implementation process for assigned accounts, ensuring seamless onboarding and integration of our solutions. In this capacity they will work closely with cross-functional teams including implementation, product, engineering, and operations to support client timelines for onboarding. This individual will be adept at overseeing the onboarding process and serve as the client’s primary point person after the implementation launch. This person will be responsible for developing and executing strategies to drive client engagement, satisfaction and retention. They will work closely with clients to understand their needs, provide strategic guidance, and facilitate the adoption of our products and services to maximize value, in addition to managing clients and annual renewals. A bilingual proficiency in English and Spanish is required for this position to effectively communicate with diverse clients and the platform users.


Key Responsibilities

  • Develop and maintain strong relationships with assigned clients, serving as their primary point of contact and advocate within the company.
  • Collaborate with clients to understand their business objectives, challenges, and opportunities, and develop tailored success plans to help them achieve their goals.
  • Proactively identify opportunities for upselling and cross-selling additional products or services based on client needs and usage patterns.
  • Leading implementations, managing client relationships and demonstrating our industry expertise through ongoing meetings and quarterly strategy sessions.
  • Provide ongoing training and support to clients and users to ensure they are maximizing the value of our products and services, including conducting regular check-ins, delivering product demonstrations, facilitating training sessions, and monitoring trends and traffic into our customer support channels.
  • Act as a liaison between clients and internal teams, including Sales, Product Development and Customer Support, to ensure a seamless customer experience and timely resolution of issues.
  • Monitor client satisfaction and engagement metrics, track progress against key performance indicators (KPIs), and identify opportunities for improvement to drive client success and retention.
  • Stay up-to-date on industry trends, best practices, and emerging technologies in client success and incorporate relevant strategies into our processes.
  • Collaborate with the marketing team to develop client success stories, testimonials, and case studies to showcase the impact of our products and services.

Qualifications

  • Bachelor's degree in Business Administration, Marketing or a related field; relevant certifications in client success or account management preferred.
  • Proven experience in a client-facing role, with at least 3 years of experience in client success, account management or a related field.
  • Strong communication and interpersonal skills, with the ability to build rapport and establish trust with clients at all levels of the organization.
  • Excellent problem-solving and strategic thinking skills, with the ability to understand complex business challenges and develop innovative solutions.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment, with a strong attention to detail and the ability to manage multiple projects.

Benefits of joining our team

  • Medical, Dental & Vision Insurance
  • Employer-sponsored Long-term disability and Life Insurance
  • Paid Time Off and flexible work schedule
  • 401(k) Plan
  • Fun and casual work environment
  • Career growth opportunities
  • Rewards & Incentives
Requirements: