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Client Success Specialist

2 months ago

Austin, Texas, United States Concord Full time
About Concord
Concord is the leading Contract Management Platform designed specifically for Small & Medium Businesses, having secured $47M in funding. Our platform is utilized by numerous organizations globally, including notable names such as Discord, Warby Parker, and Glossier.

We offer more than just electronic signatures; our comprehensive solution streamlines the entire contract lifecycle—from drafting and internal approvals to online negotiations, contract execution, and deadline management.

As the Contract Lifecycle Management (CLM) sector continues to expand rapidly, with 95% of businesses still managing agreements manually, analysts forecast that CLM will soon rank as the third largest software industry, following ERP and CRM.

At Concord, we pride ourselves on being a product-centric and customer-focused organization, embodying values of Passion, Humility, and Integrity in every aspect of our operations.

Role Overview
In this position, you will report directly to the Head of Customer Success and play a pivotal role in enhancing the customer experience by managing the accounts assigned to you comprehensively.

Your responsibilities will include:

  • Conducting onboarding sessions for new clients.
  • Responding to support inquiries and managing ticket resolutions.
  • Delivering quarterly performance reviews and training sessions.
  • Providing regular reporting on account health and key performance indicators.
What We Offer
We provide a rewarding work environment that values hard work and high-quality contributions. Our agile organization allows for swift action and meaningful impact.

We prioritize:

  • Transparency: As a team member, you will have access to all strategic, HR, product, and business updates.
  • A positive atmosphere characterized by kindness and mutual support.
Your Contributions
We expect you to deliver exceptional account management to our existing clients through effective communication, quarterly reviews, training, and prompt issue resolution.

Your key tasks will include:

  • Identifying growth opportunities within current accounts.
  • Engaging in onboarding processes for new customers and facilitating training workshops.
  • Utilizing a ticketing system to efficiently manage customer inquiries.
  • Providing standard reporting on KPIs and customer health to leadership on a weekly basis.
  • Gathering and communicating relevant customer feedback to appropriate teams.
  • Adhering to all company practices and security policies.
Qualifications
To be successful in this role, you should possess:
  • A minimum of 2 years of experience in a customer-facing or customer success role.
  • Experience with SaaS products is highly advantageous.
  • Strong communication and collaboration skills.
  • Excellent technical proficiency and organizational abilities.
  • Effective time management skills.