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Client Success Specialist

2 months ago

Orem, Utah, United States Smarty Full time
Job Overview

Salary: $50,000 - $55,000 annually

Smarty is a self-sustaining, profitable organization with over a decade of experience, recognized as one of Utah's Top Workplaces. We are seeking dedicated Customer Success Representatives (CSR) to foster enduring, trustworthy relationships with our valued clients.

The primary responsibility of the CSR is to manage a designated portfolio of clients, facilitate the onboarding of new clients, assist with subscription renewals, and proactively identify opportunities for upselling and cross-selling. Collaboration with Sales, Marketing, Support, and Development teams is essential to ensure customer feedback is captured and concerns are promptly addressed, ultimately enhancing the overall customer experience.

Key Responsibilities:

  • Engage positively with customers and colleagues, serving as the primary contact for all account management inquiries.
  • Establish and nurture robust, long-lasting relationships with clients.
  • Collaborate with the sales team to explore cross-selling and upselling possibilities.
  • Develop trusted advisor relationships with key accounts and their stakeholders.
  • Ensure timely and effective delivery of solutions aligned with customer needs and objectives.
  • Communicate the status of account management initiatives clearly to both internal and external stakeholders.
  • Identify areas for improvement within existing accounts to meet management KPIs.
  • Monitor and report on key account metrics.
  • Guide clients on product features relevant to their goals.
  • Provide training and resources to assist clients in utilizing SmartyStreets tools effectively.
  • Document customer interactions and insights in the CRM and other relevant tools.
  • Share customer insights with supervisors and internal teams.
  • Work with sales, development, and support teams to identify and cultivate opportunities for clients.
  • Assist with complex customer requests or escalations as necessary.
  • Facilitate the onboarding process for new clients.
  • Manage multiple client accounts simultaneously while meeting deadlines.
  • Stay informed about company products and services.
  • Track subscription renewals and support clients through the renewal process.
  • Seek innovative ways to enhance the customer experience.
  • Deliver outstanding customer service.
  • Act as an advocate for clients, focusing on improving their overall experience.
  • Participate in company cultural initiatives and training, applying learned principles in daily interactions.

Qualifications:

  • Essential: High school diploma or equivalent.
  • Demonstrated experience in account management or a related role.
  • Ability to communicate effectively with stakeholders at all organizational levels.
  • Strong relationship-building skills and collaborative mindset.
  • Experience with CRM software and tools such as Google Tools and Survey Software.
  • Proven track record of delivering client-focused solutions.
  • Ability to manage multiple projects with keen attention to detail.
  • Excellent negotiation and presentation skills.
  • Strong verbal and written communication abilities.
  • Capacity to collect and analyze substantial amounts of data.
  • Creative problem-solving skills and adaptability.
  • Strong organizational skills and ability to meet deadlines.
  • Team-oriented with a focus on helping others achieve their goals.
  • Emphasis on enjoying the work experience while mastering your craft.

Compensation and Benefits:

  • Competitive salary based on experience.
  • Comprehensive health, dental, and life insurance coverage.
  • Long-term disability insurance.
  • Generous paid time off that increases with tenure.
  • 401k retirement plan with matching contributions.
  • Ongoing professional development and training opportunities.
  • Adjustable standing desks and a supportive workplace environment.
  • Complimentary snacks, drinks, and team-building activities.
  • Additional perks including company retreats and outings.

About Smarty:

Smarty is a leader in location data intelligence, providing enterprise-grade SaaS solutions for address validation, standardization, and geocoding across 240+ countries and territories. Our customers process billions of addresses daily through our user-friendly tools, SDKs, and APIs.

We believe in infusing fun into our work, creating memorable experiences, and collaborating with enthusiasm. If you are passionate about your craft and enjoy a vibrant work culture, we encourage you to explore opportunities with us.

We are an Equal Opportunity Employer and require all candidates to complete a background check upon receiving an employment offer.