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Client Success Advocate

2 months ago

Chicago, Illinois, United States UPshow Full time

About UPshow:

UPshow is transforming the landscape of commercial entertainment by integrating exclusive high-quality sports and entertainment content with innovative marketing solutions. Our focus on premium offerings ensures that businesses can engage their customers in a meaningful way, turning screens into powerful tools for interaction and insight.

Role Overview:

The Customer Success Specialist (CSS) plays a crucial role within the UPshow Customer Success team, managing relationships with small to medium-sized business clients while also supporting larger enterprise accounts. The primary goals of this position include: (1) enhancing platform adoption among clients; (2) overseeing all aspects of Managed Services; (3) collaborating with internal teams to meet client requirements; and (4) facilitating a smooth onboarding experience for new clients. CSSs are expected to blend strategic insight, creativity, and technical expertise to deliver exceptional service.

Key Responsibilities:

  • Implement client content strategies by effectively managing all elements of the UPshow platform.
  • Collaborate with Customer Success Managers and Customer Success Directors to achieve defined success metrics.
  • Regularly update content, including promotional, social, and video materials.
  • Oversee content scheduling and playlist adjustments to align with client expectations.
  • Prepare and share reports on campaign performance.
  • Provide platform usage analytics as required.
  • Engage in regular client meetings and follow up on action items related to the platform.
  • Coordinate with both internal and external partners to execute the Account Plan effectively.
  • Build strong relationships with key stakeholders at client organizations.
  • Offer technical support and troubleshoot software/hardware issues at client locations.
  • Work with internal departments (Product, Creative, Implementation, etc.) to fulfill client needs.
  • Manage multiple projects and clients simultaneously, demonstrating effective prioritization skills.
Qualifications:
  • 1-3 years of relevant experience in customer success or sales.
  • Bachelor's degree or equivalent experience.
  • Enthusiastic about working in a dynamic B2B SaaS environment.
  • Experience managing a portfolio of clients, including onboarding and regular check-ins.
  • Excellent written and verbal communication skills.
  • Proactive and capable of navigating ambiguity.
  • Familiarity with Project Management methodologies.
  • Self-motivated individual who is ready to tackle challenges.
  • Patient and thoughtful communicator.
  • Willingness to travel to client locations as necessary.
Benefits and Perks:
  • Competitive compensation package.
  • Comprehensive medical, dental, vision, life, and short-term disability insurance.
  • Opportunities for professional development.
  • Access to senior management and mentorship.
  • Employee recognition initiatives.
  • Unlimited paid time off.
  • Paid parental leave.
  • Mental health and recharge days.
  • 401k matching program.
  • Pre-tax transportation benefits.
  • Employee assistance program.
  • Hybrid work environment.
  • Virtual social events to foster team connections.