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 numerous sales professionals globally to enhance their productivity, expand their sales pipeline, and achieve outstanding sales results. We have received accolades such as being ranked #1 on G2 reviews and recognized as one of the Best Places to Work in the Dallas-Fort Worth area.

Role Overview

The primary objective of the Customer Success Manager at SPOTIO is to ensure that clients are meeting their goals and extracting maximum value from our platform. This role involves comprehending client challenges, offering tailored solutions, providing technical assistance and training, and guiding clients to optimize their use of the software in alignment with their business objectives. By prioritizing client satisfaction and education, the Customer Success Manager plays a crucial role in fostering client loyalty and promoting the ongoing use of SPOTIO's offerings.

Key Responsibilities

Client Retention, Renewals & Growth:
  • Lead initiatives aimed at client retention and renewal to establish enduring partnerships, targeting a 95% Gross Revenue Retention (GRR).
  • Spot opportunities for account growth and collaborate with various teams to drive expansion.
  • Address and resolve client escalations effectively.
Client Satisfaction, Health, and Relationship Management:
  • Build and maintain strong relationships with clients to understand their requirements and ensure their satisfaction.
  • Track client health metrics and proactively tackle any issues to sustain robust relationships.
Product Knowledge and Training:
  • Acquire comprehensive knowledge of our products and services to effectively train clients and enhance their usage.
  • Act as a product authority and provide insights on best practices to optimize client outcomes.
Process Enhancement:
  • Identify opportunities for improving processes within the customer success domain and work with stakeholders to implement enhancements.
  • Continuously assess and refine customer success processes to boost efficiency and effectiveness.
Qualifications
  • Minimum of 1 year of experience in customer success, account management, training, or a related field.
  • Bachelor's degree in business administration, marketing, communication, or a related discipline.
  • Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly.
  • Proven ability to comprehend client needs and devise innovative solutions.
  • Strong analytical capabilities with experience in data analysis and interpretation.
  • Ability to thrive in a dynamic environment and adapt to shifting priorities.
Preferred Qualifications:
  • Familiarity with CRM software (e.g., Salesforce, Catalyst) and other tools for managing client relationships and analyzing data.
  • Demonstrated leadership skills with experience in managing teams or leading cross-functional projects.
  • In-depth understanding of the field sales landscape, including competitors, market trends, and client challenges.
  • Certifications in customer success, project management, or related areas are advantageous.
Benefits Offered:

SPOTIO Employee Benefits: Commencing Day 1

Comprehensive Medical Insurance - SPOTIO covers 100% of the base plan

Dental and Vision Insurance - SPOTIO covers 75% of the base plan

401K with a 3% company match

$750 Learning and Development Stipend annually

8 paid holidays plus 3 weeks of paid time off

Optional benefits (pet insurance, legal services, accident coverage)

24/7 Employee Assistance Program - Complimentary Professional Counseling Services

Hybrid Work Environment - Onsite work required on select days with flexibility to work from home on others.

SPOTIO Core Values:

Focus on the Customer: Understand their objectives and how we can help them achieve a significant return on investment.

Strive for Excellence: Approach challenges with ownership, urgency, and a competitive spirit.

Commit to Quality: Aim to be the best version of yourself for your family, team, clients, and organization.

Transparency Matters: Foster open, honest communication with timely feedback and clear visibility to essential metrics.

Value Relationships: Collaborate with colleagues, clients, and partners to accelerate success.

SPOTIO is dedicated to providing equal employment opportunities without discrimination based on race, color, gender, age, religion, national origin, disability, military status, or any other protected status. All aspects of employment, including recruitment, hiring, training, working conditions, compensation, promotion, discipline, and termination, are governed by this policy. Candidates must successfully complete a pre-employment background check and drug screening.

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