Client Success Specialist

2 weeks ago

Addison, Texas, United States SPOTIO Full time
About SPOTIO

SPOTIO is a leading SaaS organization specializing in field sales engagement solutions. Our platform is trusted by sales professionals globally to enhance their productivity, expand their sales pipelines, and achieve their targets. Recognized for excellence, we have received top ratings on G2 and accolades as one of the Best Places to Work in the Dallas-Fort Worth area.

Role Overview

The primary function of the Customer Success Manager at SPOTIO is to ensure that clients realize their objectives and gain maximum value from our software. This role involves identifying customer challenges, delivering tailored solutions, providing technical assistance and training, and advising clients on how to optimize the software according to their business requirements. By prioritizing customer satisfaction and education, the Customer Success Manager plays a vital role in fostering client loyalty and promoting ongoing use of SPOTIO's offerings.

Key Responsibilities

Retention, Renewals & Growth:
  • Lead initiatives to enhance customer retention and renewal rates, aiming for a 95% Gross Revenue Retention (GRR).
  • Spot opportunities for account growth and work with various teams to facilitate expansion.
  • Address and resolve customer escalations effectively.
Customer Satisfaction & Relationship Management:
  • Build and maintain strong relationships with clients to understand their needs and ensure satisfaction.
  • Track customer health indicators and proactively resolve any issues to sustain positive relationships.
Product Knowledge & Training:
  • Acquire comprehensive knowledge of our products and services to train clients effectively and enhance their usage.
  • Act as a product authority, offering best practice guidance to optimize client outcomes.
Process Enhancement:
  • Identify opportunities for improving customer success processes and collaborate with stakeholders to implement changes.
  • Regularly assess and refine customer success strategies to boost efficiency and effectiveness.
Qualifications
  • Minimum of 1 year of experience in customer success, account management, training, or a related area.
  • Bachelor's degree in business, marketing, communications, or a related discipline.
  • Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly.
  • Proven ability to comprehend customer needs and devise innovative solutions.
  • Strong analytical capabilities with experience in data analysis.
  • Capacity to excel in a dynamic environment and adapt to shifting priorities.
Preferred Qualifications:
  • Familiarity with CRM software (e.g., Salesforce, Catalyst) and similar tools for managing customer relationships and data analysis.
  • Leadership experience in managing teams or spearheading cross-functional projects.
  • In-depth knowledge of the field sales sector, including market trends and customer challenges.
  • Certifications in customer success, project management, or related fields are advantageous.
Benefits Offered:

SPOTIO Employee Benefits: Starting from Day 1

Comprehensive Medical Insurance - 100% coverage on the base plan

Dental and Vision Insurance - 75% coverage on the base plan

401K Plan with a 3% company match

$750 Annual Learning and Development Stipend

8 Paid Holidays and 3 Weeks of Paid Time Off

Optional Benefits (pet insurance, legal assistance, accident coverage)

24/7 Employee Assistance Program - Free Professional Counseling Services

Hybrid Work Schedule - Flexibility to work from home on designated days

SPOTIO Work Culture:

This role supports a hybrid work model, with specific onsite days and the option to work remotely on others.

SPOTIO Core Values:

Customer-Centric Approach: Understand client goals and how we can help them achieve significant returns on investment.

Competitive Spirit: Foster a culture of ownership, urgency, and a drive for success.

Commitment to Excellence: Strive to be the best version of ourselves for our clients and colleagues.

Transparency: Maintain open, honest communication and provide clear visibility into key performance metrics.

Collaboration: Work together with team members, clients, and partners to accelerate success.

SPOTIO is dedicated to equal employment opportunities and does not discriminate based on race, color, gender, age, religion, national origin, disability, military status, or any other protected category. All aspects of employment, including recruitment, hiring, training, working conditions, compensation, promotion, and termination, are governed by this policy. Candidates must successfully complete a pre-employment background check and drug screening.

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