Client Engagement Specialist

2 weeks ago

Morrisville, North Carolina, United States PlayMetrics Full time

Client Engagement Specialist, Customer Success – Full Time

PlayMetrics, a rapidly expanding B2B SaaS organization in the youth sports sector, is in search of a Client Engagement Specialist to join its Customer Success team.

The Client Engagement Specialist is tasked with empowering clients to effectively implement and utilize the PlayMetrics software platform.

Objective: The primary aim of the Customer Success team is to deliver an exceptional customer experience and support clients throughout their onboarding process and all interactions with the company.

Note: This is a full-time role, and we are seeking a local candidate to work at our headquarters as necessary. We currently have a hybrid work-from-home policy, requiring this position to be present at our headquarters at least twice a week, along with attendance for meetings as needed. Eventually, this role may necessitate exclusive work at our headquarters.

This position generally operates during standard business hours from Monday to Friday; however, the candidate may be required to work certain weekends, allowing for a flexible schedule during weeks with weekend obligations.

Key Responsibilities:

  • Facilitate client understanding of new and existing features through video calls.
  • Onboard and train new full-service clients on PlayMetrics registration and operations.
  • Lead weekly onboarding sessions with full-service clients as they transition from onboarding to enablement.
  • Identify and communicate essential metrics, providing regular updates on client health to stakeholders.
  • Offer personalized onboarding support via video calls upon client request.
  • Pinpoint areas for enhancement in Customer Success materials, including presentations, training plans, and external product knowledge bases.
  • Inform clients about new and existing features through written communications, including:
    • Advance and maintain PlayMetrics documentation for self-help and self-learning resources.
    • Document new features as they are released.
    • Update existing feature documentation as changes occur.
  • Participate in weekly product sprint planning to set upcoming features and release schedules.
  • Collaborate with the Marketing Department to publish product release notes.
  • Coordinate with the Customer Support team on reported issues to enhance documentation.
  • Communicate client-reported enhancements to the product and leadership teams:
    • Identify and document client enhancement needs and relay them to the product team.
    • Notify clients when their reported enhancements are included in future releases.

Qualified Candidates:

  • Must be at least 18 years of age.
  • Possess a minimum of a bachelor's degree in business or a related field.
  • Fluency in reading, writing, and speaking English is required.
  • Comfortable with technology and navigating various applications.
  • Have at least two (2) years of prior experience in Customer Success.
  • Legally authorized to work in the US for any employer.
  • We cannot consider candidates requiring sponsorship for a work-authorized visa.

What PlayMetrics Offers:

  • Competitive salary.
  • Comprehensive benefits, including fully company-paid medical, dental, and vision plans for you and your dependents, a 401(k) with employer match, and company-paid group and disability insurance.
  • Paid Time Off.
  • Casual dress work environment.
  • Central office location.

For more information about PlayMetrics, please visit our website.

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