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Client Success Specialist

2 months ago

Salt Lake, Utah, United States Red Points Full time

About Red Points

Red Points stands as the leading solution for recovering digital revenue, trusted by over 1,300 businesses to combat counterfeiting, piracy, impersonation, and distribution abuse. Our platform empowers companies to reclaim their rightful revenue.

With a dedicated team of over 270 professionals and offices across major cities, Red Points has transformed an industry typically dominated by service providers, offering a scalable and cost-effective solution. Recently, we achieved B Corp Certification, reflecting our commitment to fostering a safer and more sustainable Internet.

Role Overview

As a Customer Success Manager, you will engage closely with our clients to ensure they receive exceptional service and maintain our low churn rate. Your role will be pivotal in guiding customers to maximize the value of our offerings, enabling them to meet their business objectives while safeguarding their online revenues.

Key Responsibilities

  • Outcome Management: You will oversee a portfolio of clients, acting as their strategic advisor to facilitate their success with Red Points.
  • Adoption Facilitation: You will monitor product adoption rates and implement strategies to enhance customer engagement and utilization of our services.
  • Renewal Leadership: You will manage the renewal process, collaborating with clients at all levels to finalize agreements and address any potential churn.
  • Account Growth: You will identify opportunities for expansion within existing accounts, guiding clients through key milestones to increase their investment.
  • Customer Advocacy: You will represent the voice of the customer, advocating for product enhancements and collaborating with internal teams to drive improvements.
  • Industry Knowledge: You will maintain a deep understanding of IP and brand protection, staying informed about industry trends and best practices.

Qualifications

  • Proven ability to cultivate and sustain strong relationships with clients, from end-users to executive sponsors, enhancing the perception of Red Points as a trusted partner.
  • Strong commercial acumen with a track record of identifying and nurturing growth opportunities within existing accounts.
  • Skilled in conducting quarterly business reviews, using performance metrics to influence discussions and drive client success.
  • A collaborative team player with excellent interpersonal skills and the ability to manage multiple priorities effectively.
  • Comfortable navigating ambiguity and adapting to changing circumstances with ease.
  • Highly organized, capable of thriving in a fast-paced environment while prioritizing tasks effectively.
  • Emotionally intelligent, adept at adjusting your communication style to suit various audiences.
  • Ability to become a product expert, effectively communicating the value and impact of our solutions to clients.
  • Strong drive for results and a commitment to excellence.

Technical Requirements

  • Bachelor's degree in Law, Business, Finance, IT, or a related field.
  • 3-4 years of experience in customer management or customer-facing roles, ideally within a SaaS environment.
  • Experience managing a portfolio of clients with a proven record of achieving sales targets and results.
  • Expertise in negotiation, with a history of successfully managing upsells and identifying growth opportunities.
  • Excellent communication and presentation skills, capable of engaging effectively with diverse audiences.
  • Proficient in data analysis and technology, comfortable interpreting data sets and discussing technical issues.
  • Familiarity with customer success tools is a plus.

Preferred Qualifications

  • Experience in a similar role within a software company.
  • Background in Intellectual Property Law.
  • A combination of relevant education and experience.

What We Offer

  • Supportive leadership that values your contributions to the company's success.
  • A culture of learning with personalized development plans focused on your growth.
  • A dynamic startup environment with engaging team-building activities.
  • Comprehensive benefits including medical, dental, and vision insurance.
  • 401(k) matching contributions.
  • Flexible work arrangements to support work-life balance.

We are committed to diversity and equal opportunity in our hiring practices.

At Red Points, we believe that success is rooted in hiring exceptional talent, empowering our team, and fostering a fun and productive work environment.