Client Success Associate

2 weeks ago

Charlotte, United States Altrata Full time
We are looking for an energetic and passionate Client Success Associate who loves to problem solve and has experience developing and maintaining relationships with customers. This person will work closely with our Small, Medium sized customers with the goal of providing outstanding customer experience by owning relationships, delivering proactive style engagement, and collaborating with internal stakeholders to escalate and troubleshoot issues with our products and services.

The Client Success Associate will build relationships with our clients and play an instrumental part in client retention. They will strategically collaborate with clients to understand their strategy and goals to set them up for success. They will act as their first point-of contact for any queries or issues and provide an accurate and timely response. To be a successful Client Success Associate, you should be customer-centric, detail oriented, excel at creative problem solving and is comfortable taking on projects you have potentially never done before You should be polite, reliable, knowledgeable, and adaptable.

This individual will make an immediate contribution to our clients, working directly with clients to drive engagement, use and knowledge of the data within our platform.

What You'll Do
  • Provide subject matter expertise on the usage and functionality of our web-based applications and tools
  • Onboard clients to set them up for success, and handle post-sale client communication
  • Analyze client usage of products to identify trends, and effectively communicate those to the Product Development team to improve our product offerings
  • Work with Account Managers to identify gaps in client's needs to identify upsell and cross-sell opportunities
  • Work directly with clients to resolve inquiries and address service issues in a timely manner
  • Collaborate with Product, Sales, Marketing, and other internal teams to improve client experience

Who You Are
  • You are a strong multitasker and adaptable team player
  • You think creatively in order to improve the platform internally and externally for the business and for clients
  • You are all about phenomenal customer service and strive always to provide an extraordinary client experience
  • You absolutely love to work collaboratively to problem-solve and to help others
  • You have a thirst for product knowledge and can provide subject matter expertise on the usage and functionality of our web-based applications and tools
  • You are a person who listens to the needs of your clients and works with them to show how our tools can help meet our client's goals
  • You are an inspiring leader who is willing to work collaboratively with the team to achieve results for clients

Education/Experience
  • Industry: You currently are working in, or have previous experience in Financial Services, Professional Services, or Technology
  • 2-3 years' experience in a customer service or application support role preferred
  • Independent and motivated, with the wisdom to seek help where needed
  • Experience providing SAAS product support preferred
  • Strong communication, presentation skills
  • Experience with Salesforce, Groove or FreshDesk is a big plus
  • Self-starter with a strong understanding of project management practices

About Altrata

Altrata is a global leader in people intelligence. It includes more than 100 million profiles on wealthy individuals around the world and more than 12 million profiles on senior decision makers, board members and c-suite leaders. Altrata provides intelligence on the people who are most impactful to our clients' success.

Advanced integration solutions allow deeper insights and access to billions of connections helping clients close more deals, manage risk, and identify up and coming talent quickly. Our data is actionable, accurate, and comprehensive. Powered by a global team of more than 400 researchers who are committed to maintaining millions of profiles and changing data points, so you can effectively engage and make meaningful, lasting connections.

Altrata™ is comprised of five distinct offerings: BoardEx, Boardroom Insiders, RelSci, WealthEngine, and Wealth-X.

Altrata is actively committed to promoting, fostering, and nurturing a diverse and inclusive environment, and all applicants will receive equal consideration regardless of race, sex, religion, color, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We recognize that these types of statements appear often in job descriptions. At Altrata, we really and truly mean it.

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