Client Success Associate

Nature and Scope

The Client Success Associate is responsible for supporting and ensuring the satisfaction, retention, and support of clients. The role involves building strong relationships with clients, addressing their needs,   providing product support, and helping clients achieve their goals with the company’s products or services. The Client Success Associate works closely with the client engagement team, sales, and product teams to ensure a seamless client experience and identify opportunities for improvement and growth.

Key Responsibilities:

Client Relationship   Management:

• Build and maintain strong relationships with clients, acting as a point of contact for their questions, concerns, and feedback.
• Proactively check in with clients to ensure they are satisfied with the product or service and help address any issues that may arise.
• Develop a deep understanding of the client’s business needs and goals to provide valuable support and guidance.

Product Support &   Troubleshooting:

•  Assist clients in resolving any issues they encounter while using the company’s products or services.
• Collaborate with technical support or product teams to ensure quick resolution of complex problems.
• Provide timely responses to client inquiries and follow-up to ensure issues are resolved to their satisfaction.

Customer Satisfaction & Feedback:

• Strive to exceed customer expectations by delivering high-quality service and ensuring a positive customer experience.
• Gather feedback from customers regarding their experiences and identify areas for improvement.
• Proactively address customer concerns and follow up to ensure high levels of satisfaction.

Reporting &   Feedback:

• Monitor client success metrics such as product usage, engagement, and satisfaction levels.
• Provide regular reports on client satisfaction, engagement, and any risks or opportunities identified.

Collaboration with   Internal Teams:

• Work closely with sales, customer service, product development, and technical support teams to ensure a seamless client experience.
• Act as the voice of the client internally,   advocating for improvements or new features based on client feedback.
• Support the client engagement team in implementing best practices for improving overall client satisfaction and retention.

Qualifications and Education Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.
• 1-3 years   of experience in a customer success, customer services, or account management, or similar role.
• Experience working with CRM systems (e.g., Salesforce, HubSpot) and client success tools is preferred.
• Strong communication and interpersonal skills, with a focus on building positive client relationships.
• Excellent problem-solving skills and the ability to troubleshoot client issues effectively.
• Highly organized with strong attention to detail and the ability to manage multiple clients simultaneously.
• Customer-focused mindset with the ability to anticipate and address client needs proactively.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and comfortable using online communication tools (e.g., Zoom, Slack).