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Client Success Specialist

2 months ago

Cheyenne, Wyoming, United States VALID8 Financial Full time
Company Overview

VALID8 Financial is on the lookout for a seasoned Client Success Specialist dedicated to providing outstanding service to our enterprise clientele.

Role Overview

In the capacity of a Client Success Specialist, you will be instrumental in ensuring the prosperity of our clients, facilitating renewals, uncovering upsell prospects, and assisting customers in exploring new applications of our services.

VALID8 Financial specializes in delivering secure financial communications across various languages, leveraging advanced AI technology. Our commitment to exceptional customer experiences is at the core of our operations.

Key Responsibilities
  • Promote the adoption and growth of VALID8 Financial's offerings within client organizations through demonstrations, configurations, and tailored solutions.
  • Oversee the onboarding journey for clients, ensuring they comprehend and utilize our services for optimal business results.
  • Serve as the client's advocate by aiding in issue resolution and managing escalations when necessary.
  • Gain a deep understanding of our enterprise clients' primary objectives, manage expectations, and align strategic goals.
  • Foster and cultivate robust relationships with clients through continuous and proactive communication, ensuring high levels of satisfaction and retention.
  • Conduct business reviews and track client analytics and key performance indicators.
  • Request references, referrals, and testimonials from satisfied clients.
  • Collaborate with internal teams, including product, marketing, and sales, to relay client needs and help shape ideal offerings and features.
  • Manage the client renewal process and identify opportunities for upselling.
Qualifications
  • Minimum of 5 years in a Client Success role within a B2B SaaS technology environment.
  • A bachelor's degree or higher is required.
  • Demonstrated ability to build rapport and relationships at all organizational levels.
  • Proven success in achieving positive retention and expansion metrics.
  • Familiarity with Client Success metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Lifetime Value (LTV), and Net Promoter Score (NPS).
  • Understanding of SaaS and technology-driven solutions.
  • Exceptional writing and communication skills.
  • Adept at prioritizing and executing tasks in a fast-paced environment.
  • Strong organizational skills and attention to detail.
  • Ability to quickly grasp new concepts.
  • Flexibility to collaborate with team members across various time zones and countries.
  • Proficiency in a second language besides English is advantageous.
  • Experience working with global clients and teams.
  • Familiarity with a Customer Success Platform (CSP) is preferred.
  • Knowledge of Salesforce and/or Zendesk is a plus.
Compensation

The salary range for this position is $85,000 – $90,000, depending on experience.

Equal Opportunity Employment

VALID8 Financial is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.