Client Success Support Specialist

Civitech•Austin, TX

2d•$60,000 - $70,000•Remote

About The Position

The Client Success Support Specialist will onboard and support clients leveraging our civic tools and data. This role contributes to mobilizing voters and constituents to take action at every level of government by delivering a cohesive, responsive, and high-quality support experience for both clients and end users. Key responsibilities include managing the support portal and resolving incoming tickets. The specialist will receive comprehensive training to build, configure, and maintain customized sites for clients. Additionally, they will oversee a portfolio of accounts, managing clients from onboarding to offboarding, engaging in proactive outreach, and gathering user feedback for service improvement. Civitech is a remote-first company hiring within its current footprint of 27 states, with an office in Austin, TX. The company strongly encourages applications from women, people of color, LGBTQIA+ individuals, and others underrepresented in the technology sector.

Requirements

Customer service experience with a commitment to supporting and advocating for clients and end-users.
Comfortable working in a collaborative environment focused on proactive problem-solving and creative thinking.
Familiarity with political organizations such as campaigns, advocacy organizations, unions, etc. and election cycles.
Commitment to leveraging technology and data products to help Democratic candidates run for office and win, empower progressive causes, and increase civic participation.
Possess independent US work authorization.

Nice To Haves

Technical experience with spreadsheets (Google Sheets, Excel) and formulas.
Technical experience with SQL and database structures.
Technical experience with JSON and CSS.
Technical experience with Hubspot, Slack, and Asana.
Project management experience.

Responsibilities

Manage the client throughout their lifecycle, starting from the signing of contracts to the rollout of their solutions, through offboarding.
Cultivate and sustain strong client relationships tailored to their specific contract obligations and distinct requirements.
Track product utilization and conduct proactive outreach to ensure clients maximize the value and capabilities of their tools.
Provide precise and prompt resolutions to support tickets submitted by external parties, such as candidates, voters, and clients.
Oversee multi-departmental initiatives, showing strong prioritization and delegation skills to deliver exceptional service.
Maintain data accuracy in internal software tools, including HubSpot, Asana, and HelpScout.
Develop and update user-facing support documentation, including video content, help articles.
Modify and resolve issues on team-developed websites using basic programming and specialized proprietary software.
Partner actively with fellow Client Success personnel alongside colleagues in Marketing, Sales, Data, and Product.
Serve as an internal voice and advocate for our customer base and end users.