Client Success Specialist

2 weeks ago

Dallas, Texas, United States Grace Hill Full time
Position Overview

The Client Success Specialist will operate under the guidance of the Director of Client Success, providing support with the operational duties of the Client Success Team. This role requires a strong administrative foundation and exceptional organizational abilities to facilitate client interactions, manage renewal processes, prepare presentation materials, and maintain account records in Salesforce.


Key Responsibilities:
Client Engagement:
  • Collaborates with the Director of Client Success and Client Success Managers to ensure ongoing communication with clients.
  • Oversees the entire renewal process within CPQ and Salesforce, ensuring effective communication with clients.
  • Assists in the creation of documents for client interactions, including Business Reviews and regular client meetings.
  • Maintains detailed activity logs of all client communications in Salesforce and schedules follow-up tasks as necessary.
  • Acts as an additional point of contact for all accounts managed by Client Success Managers, ensuring timely follow-ups with clients.
  • Supports the Client Success Manager in organizing customer calls with internal subject matter experts.

Internal Coordination:
  • Documents weekly call notes and attendance for Client Success Managers, creating assignments for those absent.
  • Prepares for weekly team meetings.
  • Assists Client Success Managers with updates on support ticket statuses.

Renewal & Upsell Management:
  • Tracks and completes all renewals and CPQ quotes for the Client Success Team.
  • Provides assistance to Client Success Managers in executing contracts as required.

Performance Tracking:
  • Helps the Client Success Manager maintain accurate and current records of client account statuses, activities, and notes in Salesforce.
  • Generates reports as needed for Client Success Managers.
  • Contributes to overall reporting for leadership and partners by assisting the Directors of Client Success.

Additional Projects:
  • Collaborates effectively with other departments to successfully execute various projects and tasks as needed.

Qualifications:
  • High school diploma or GED required; a college degree is preferred.
  • A minimum of two years of experience in a customer service role is preferred.
  • Strong time management, problem-solving, and decision-making capabilities.
  • Results-oriented with the ability to balance performance and interpersonal relations, demonstrating initiative and the ability to work with minimal supervision.
  • Exceptional written and verbal communication skills.
  • Excellent interpersonal skills, emotional intelligence, and the ability to communicate effectively with staff at all levels.

About Grace Hill

Grace Hill offers leading SaaS technology solutions aimed at positively impacting the real estate sector and enhancing the lives of individuals in their work and living environments. With extensive experience in real estate and a belief in the power of collaboration, Grace Hill assists property owners and operators in improving performance, mitigating operational risks, and developing top talent. Over 500,000 professionals from more than 1,700 companies depend on Grace Hill's talent performance solutions, which encompass policy, training, assessment, survey, and data-driven insights.

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