Client Success Partner
About The Position
The Client Success Partner I role ensures current and new SMC3 customers derive maximum value from SMC3 products and services. The position supports customer onboarding, API integrations, product adoption, customer communications, and ongoing customer success initiatives across the commercial lifecycle. The role owns customer and Alliance Partner onboarding and integrations from kickoff through go-live, including coordination, progress tracking, issue resolution, and readiness activities. It conducts client-facing demonstrations, onboarding sessions, integration walkthroughs, and meetings; maintains customer-specific onboarding and integration data; and troubleshoots issues with internal teams. The position also tracks implementation milestones and risks, documents customer interactions and project progress in CRM and support systems, and serves as a liaison among customers and internal teams. It responds to customer inquiries, gathers feedback, supports continuous improvement and customer advocacy, identifies potential growth opportunities with Sales and leadership, and helps develop onboarding procedures, integration processes, knowledge resources, and operational standards.
Requirements
- Bachelor’s degree from an accredited four-year college or university.
- Minimum of 1–3 years of relevant experience; LTL experience is required.
- Strong communication, presentation, organizational, and customer relationship management skills.
- Ability to manage multiple priorities with strong attention to detail in a fast-paced environment.
- Experience using CRM or similar customer tracking systems.
Nice To Haves
- Experience with customer onboarding, implementations, integrations, or technical support.
- Working knowledge of REST or SOAP web services and the ability to interpret XML or JSON messages.
Responsibilities
- Own customer and Alliance Partner onboarding and integrations from kickoff through go-live, including coordination, progress tracking, proactive follow-up, issue resolution, and go-live readiness.
- Conduct client-facing product demonstrations, onboarding sessions, integration walkthroughs, and customer meetings.
- Collect, validate, configure, and maintain customer-specific onboarding and integration data.
- Troubleshoot onboarding and integration issues and coordinate resolution with internal teams while keeping customers informed.
- Track implementation milestones, testing progress, customer responsiveness, project risks, action items, and projected timelines.
- Document customer communications, implementation activities, meeting recaps, project updates, and onboarding progress in CRM and support systems.
- Serve as a liaison between customers and Sales, Product, Development, and Technical Support.
- Monitor and respond to customer inquiries in a timely manner and deliver a high level of customer service and satisfaction.
- Gather customer feedback and collaborate with internal stakeholders on continuous improvement, customer advocacy, and operational best practices.
- Identify potential customer growth opportunities and partner with Sales and leadership to support customer expansion.
- Contribute to developing and refining onboarding procedures, integration processes, internal knowledge resources, and operational standards.
- Demonstrate ownership, accountability, responsiveness, collaboration, and follow-through in customer and team interactions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
