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Client Success Specialist

2 months ago

Seattle, Washington, United States Targeted Talent Full time
Position Overview

Role Summary

The Client Success Specialist will play a pivotal role in ensuring our clients achieve their desired outcomes while utilizing our solutions. This position requires a proactive approach to managing client relationships and delivering exceptional service throughout the customer journey.

Key Responsibilities

  • Oversee project management by developing implementation plans, leading status meetings to ensure project milestones are met, and providing detailed progress reports. Accurately track and report time spent on client projects.
  • Analyze and interpret a diverse range of system requirements, taking into account various business priorities.
  • Guide clients on the features of our solutions, including configuration options and operational processes.
  • Set up and tailor new client instances, while also managing integrations with third-party applications.
  • Handle modifications to requested solutions, adhering to the established change request protocols for scope and billing oversight.
  • Facilitate client onboarding by creating comprehensive training materials and conducting effective training sessions.
  • Identify and communicate potential project risks and issues, offering consultative advice and innovative solutions to address challenges.
  • Engage in proactive outreach throughout the entire customer lifecycle.
  • Recognize, prioritize, and resolve client concerns; collaborate with relevant internal teams to provide timely responses and solutions.
  • Build and maintain strong relationships with both colleagues and clients to maximize satisfaction and retention.
  • Participate in support standby rotations when the primary support team is unavailable.
  • Assist in the sales process as needed, providing technical support during client interactions.

Required Skills

  • A Bachelor’s degree in business or technology, with at least one year of experience in a consultative role implementing business software in a SaaS environment preferred. Greater experience in a related role may be considered.
  • Minimum of one year managing software implementation projects.
  • At least two years of experience in software application implementation in a consultative capacity, ideally within a SaaS context.
  • Exceptional communication and presentation abilities.
  • Personable demeanor with a passion for customer interaction.
  • Familiarity with project management methodologies and tools.
  • Highly organized, detail-oriented, and capable of managing multiple clients simultaneously. Ability to navigate ambiguity and create structure.
  • Proven ability to work collaboratively within a team and independently with minimal oversight.
  • Strong problem-solving skills with a track record of engaging internal teams to resolve client issues.
  • Logical approach to diagnosing and addressing issues, with an understanding of when to escalate matters.
  • Working knowledge of Agile methodologies, including Scrum.
  • Bonus: Experience in programming or ability to write basic database queries and scripts.
  • Proficient in using software tools, including MS Office (Excel), various internet browsers, and ticketing systems.
  • Experience in Workforce Management is preferred.
  • Familiarity with Salesforce or other CRM systems is desired.
  • Willingness to travel as needed (up to 30%).
  • Comfortable working remotely and utilizing video conferencing tools.

Benefits

  • Competitive salary structure.
  • Employee Stock Option Program (ESOP).
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Flexible Paid Time Off (PTO) along with 10 paid holidays annually.
  • Opportunities for career advancement.