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Client Success Specialist

2 months ago

Waukegan, Illinois, United States Overture Promotions Full time
Job Overview

About Us: Overture Promotions is a distinguished promotional product agency recognized for its excellence. We specialize in creating and producing promotional items for various occasions, including events, onboarding kits, brand activations, and corporate stores. Our unique capability lies in providing comprehensive services all under one roof, which includes graphic design, web development, onsite printing, and extensive warehousing solutions. As a minority-owned and woman-led enterprise, we cater to a diverse clientele, including some of the most renowned brands globally.


Position Summary: The Client Success Specialist (CSS) will work closely with Overture's account management teams to enhance customer satisfaction. The CSS will oversee the onboarding of new clients, implement programs that align with Overture's best practices, and pinpoint areas for enhancement in ongoing client interactions. The primary objective is to guarantee a superior customer experience from the outset. This role offers a blend of remote work and collaborative efforts at our headquarters.


Key Responsibilities:

  • Oversee new client initiatives, coordinating effectively with internal teams and clients.
  • Collaborate with design and web development teams to achieve webstore objectives.
  • Work with Operations to manage inventory requirements, ensuring adherence to best practices.
  • Engage in regular status update meetings to keep teams and clients aligned with timelines.
  • Swiftly identify and address issues, escalating to senior management when necessary.
  • Enhance existing webstores and initiatives in partnership with account teams and Operations.
  • Support client projects in collaboration with Sales and Program Success teams.
  • Monitor customer milestones and manage the rewards program.
  • Assist account teams in preparing for business reviews, documenting feedback and action items.
  • Identify opportunities for upselling and contribute to the development of best practices.
  • Provide insights for ongoing sales training initiatives.
  • Review customer concerns with the Program Success Manager, suggesting improvements.
  • Champion customer experience by proposing enhancements.

Qualifications:

  • Required: Experience in project management and/or customer success management.
  • Preferred: Background in promotional products.
  • Excellent verbal and written communication skills with clients and account teams.
  • Ability to comprehend customer needs, guide them through onboarding, and simplify complex technical concepts.
  • Skilled in addressing customer issues, de-escalating conflicts, and managing frustrations.
  • Strong active listening skills to ensure all parties feel heard and understood.
  • Proficient problem-solving abilities, including troubleshooting and root cause analysis.
  • Decisive, capable of evaluating options and making informed decisions while knowing when to seek guidance.
  • Detail-oriented with a knack for early issue identification and resolution.
  • Familiarity with Overture's software tools (Outlook, Excel, NetSuite, HubSpot, Wrike) for customer tracking and data analysis.
  • Critical thinking skills to analyze customer data, identify trends, and recognize issues.

Benefits:

  • Comprehensive insurance coverage – Medical, dental, vision, life insurance, flexible spending accounts, and disability plans with company contributions.
  • Pet insurance and dog-friendly workplace.
  • Corporate partnerships offering discounts and benefits.
  • Generous paid time off policy including vacation, sick leave, and personal days.
  • 401(k) plan eligibility from day one, with company matching after the first year.
  • Paid parental leave based on tenure.
  • Casual dress code.
  • Engaging company culture with events and community involvement opportunities.
  • Employee referral incentives.

*Relocation assistance is not available*

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