Client Success Manager

Jonas Software

2d•$25•Remote

About The Position

The Client Success team is looking to find an experienced service representative to help build and deliver a world class experience to our Clients. The Client Success Manager will also need to be keenly aware of client needs and be responsible for following through with upsell opportunities.

Requirements

High school or equivalent
Client Success Management experience: 3 years or more
Data entry: 1 year (preferred)
Sales experience: 1 year (preferred)
Experience mentoring client service representatives or peers
Personal and professional commitment management experience including break and lunch schedule administration
Experience in a priority setting, being able to effectively prioritize tasks and handle multiple tasks simultaneously
Excellent organizing abilities, effective and clear written and verbal communication along with highly developed listening skills to clients and colleagues
Strong client focus orientation and critical thinking skills to resolve complex client concerns/issues on their own, solution-oriented mindset
Proven ability to maintain patience, composure, and have compassion to de-escalate difficult situations to resolve conflicts by both email and over the phone
Demonstrated interpersonal savvy, relates well to all kinds of people, able work effectively with client admins and all teams in the company
Understanding of the importance of informing clients and colleagues of time sensitive information
Demonstrated ability to apply critical thinking skills to identify and provide ideas for improvements that are related to increased efficiencies, improved process, and the overall success of the Team
Ability to understand the clients' business objectives and to identify opportunities to expand value through thoughtful recommendations
Desire to learn and grow, and collaborate with other members of the Team
Exemplary attendance record
Must demonstrate strong integrity and trust
Possesses a drive for exceeding revenue targets and goals
Intermediate to advanced Microsoft Office skills
Familiarity with HTML and CSS preferred, but not required

Responsibilities

Offer support for high touch accounts servicing legal, medical, and other industries and organizations
Manage tasks tied to the pre-, post-, and sustaining implementation of our InReach platform
Possess a Client-focused mentality to ensure the success of our Client’s continuing education programs
Maintain positive and meaningful relationships with our Clients by demonstrating integrity and building trust
In collaboration with Management, identify and provide ideas for improvements that are related to increased efficiencies, improved processes, and the overall success of the team
Document and track all Client interactions in an organized way
Provide pro-active service with the goal of delivering solutions and root cause analysis prior to Clients identifying upsell opportunities
Manage Special Projects as necessary
Maintain extemporary quality standards
Identify and communicate any threats, obligations and opportunities to the Manager and the Team
Work collaboratively with product management and engineering teams to enhance and fix bugs in the InReach platform
Drive revenue growth through organic growth and Back to Base sales
Perform other duties as assigned by the Manager