Client Success Support Specialist

2 weeks ago

Austin, Texas, United States 360Connect Full time
Job Description

About 360Connect

360Connect is a reputable B2B lead generation company with a successful track record in the B2B market since 2005. Over the last two decades, we have been delivering high-quality leads to various industries ─with more to come

We at 360Connect adhere to six core values that guide our decisions and actions when dealing with our clients, co-workers, service providers, and the company itself.

Our Culture

We are a diverse group of hardworking and fun-loving people. Our team strives to succeed, has some fun, and encourages everyone to be themselves.

Past Fun Events:

Connect Lunches: members of different departments can come together to have a free lunch at the restaurant of their choice and get to know each other.

Team-Building activities: an all-company boating/jet ski trip on Lake Travis, a holiday party at The Grove, a Halloween costume contest with prizes, and a Thanksgiving eating contest

How do we know we have a good work culture? The Austin-American Statesman has named us one of the "Best Places to Work" for 9-years in a row. Additionally, we are the only digital company in Austin to have received the award more than once

Responsibilities

The day-to-day job responsibilities of the Client Success Support include:

  • Develop and maintain strong relationships with assigned clients, serving as their main point of contact.
  • Provide ongoing support to our Client Success Managers, and Senior Client Success Managers to include:
    • Answering incoming calls
    • Process returns
    • Data analysis
    • Profile builds and ability to work across several platforms
    • Reporting analytics
  • Proactively engage with client success managers to ensure their satisfaction, identify opportunities for upselling or cross-selling, and drive client retention.
  • Conduct regular check-ins with clients to assess their needs, address any concerns, and provide ongoing support and guidance.
  • Collaborate with cross-functional teams, such as sales, marketing, and product development, to align client needs with our products or services.
  • Coordinate and facilitate client onboarding, ensuring a smooth and seamless transition from sales to implementation.
  • Track and report on key metrics, such as client satisfaction, usage patterns, and overall health of client accounts.
  • Act as the voice of the client within the organization, providing feedback and insights to drive product improvements and enhancements.
  • Identify and resolve any issues or escalations in a timely and effective manner, ensuring high client satisfaction and retention rates.
  • Stay up-to-date with industry trends, best practices, and competitor activities to provide clients with valuable insights and recommendations.

Requirements

The ideal candidate will have:

  • Minimum of 2 years of experience in a client-facing role, call center operations, account management, or customer success.
  • Proven track record of managing client relationships and driving client satisfaction and retention.
  • Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
  • Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.
  • Ability to collaborate effectively with cross-functional teams and manage multiple client accounts simultaneously.
  • Familiarity with CRM software and other relevant tools and technologies.
  • Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
  • Strong attention to detail.
  • Proficiency in Microsoft Suite, especially excel.
  • Bachelor's degree in business administration, marketing, or a related field (preferred)
  • High School Graduate or Equivalent
  • Ability to type over 40 WPM

Benefits

  • Dental Insurance
  • Employee assistance program
  • Flexible schedule
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Retirement plan
  • Vision insurance

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