Client Success Associate

Client Success Associate

Position Summary

The Client Success Associate participates in a team-selling environment and will work with Client Success Managers to guide our clients and partners through the subscription lifecycle from purchase to renewal. The Client Success Associate will assist our clients and partners with sales support, quote management, and order management, among other duties. The Client Success Associate will support revenue growth by working with Client Success Managers on specific territory strategies and activities focusing on client retention.

The high level of activity requires the individual to balance a range of responsibilities including outbound calling for assigned subscription renewals along with a range of territory and client support activities.

Essential Duties

• Responsible for assisting clients and partners with any administrative needs throughout the subscription lifecycle including working a liaison between our clients and technical support.
• Manage a quoting queue of renewal opportunities and deliver sales ready opportunities to the Client Success Manager 90 days prior to expiration.
• Responsible for inbound client calls and emails and to follow up in a timely manner on all Client inquiries.
• Work with the Sales Order Processing team to ensure all orders are processed and fulfilled in a timely fashion.
• Assist clients with payment options and processing and assist finance with accounts receivable inquires with clients.
• Responsible for managing all account data in Sales Force and ensure all information is correct and updated.
• Work with internal Distribution Account Managers and Distributors directly to ensure that quotes are sent to partners in a timely fashion and work with distribution to.
• Document all client activity and interactions in Sales Force and escalate client needs as appropriate to the Client Success Managers.
• Take the initiative to thoroughly learn the market (competitors, products, and services available).
• Use knowledge of company products and services to provide clients and partners with information and refer cross sell and upsell opportunities to the Client Success Manager.

Education and/or Certification Requirements

• Two or Four-year college degree desired

Required Skills

• Professional business-to-business customer success or inside sales experience desired
• IT Channel experience strongly desired
• Should be a team player with excellent communication/written skills
• Proven successful in managing multiple administrative tasks and documenting all activity
• Strong proactive customer service skills as well as issue resolution skills
• Excellent communication skills both in person and virtually
• Strong phone presence
• Ability to work independently and in a team environment
• Detailed oriented, well organized, punctual, and must be able to keep up-to-date records on accounts and opportunities

Preferred Skills

• GSuite
• Salesforce – strongly desired

Accountability and Performance Measures

• Achieves assigned KPIs in support of assigned territories
• Helps assigned territories meet sales quotas
• Ensure all opportunities are well documented and updated in Salesforce
• Maintains high client and partner satisfaction ratings that meet company standards
• Completes strategic touch points with clients and partners during the subscription lifecycle
• Participate in web-based product demonstrations
• Completes required training and development objectives within the assigned time frame

All prospective employees must pass a background check.

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