Client Success Associate

Job Summary

Job summary:

Support the Mission, Vision, Values and Culture by acting as a vital link between Shoes For Crews and our corporate customers, providing support to our Sales Business Development and Strategic teams, our end users and the Customer Implementation team. This role focuses on the successful onboarding of new clients as well as providing significant support during the initial 6 months of the customer’s relationship with Shoes For Crews. The Client Success Manager will work hand-in-hand with the Client Implementation, Sales, Marketing, Finance and IT teams, in conjunction with the customer, to ensure a smooth and professional rollout of our complex corporate programs. The Client Success Manager will manage the customer account from point of initial agreement, through onboarding and post-launch analysis and up to the ultimate handoff to a Strategic Account Manager for ongoing maintenance.

Essential Job Functions:

• Provide friendly, knowledgeable, professional and timely service to internal and external Shoes For Crews customers through various communication platforms, to optimize the customer experience
• Project Management, Corporate Program subject matter expert, new account and web portal setup, account maintenance, follow-up calls with new or existing corporate accounts, email processing in Outlook and Salesforce, reporting, implementation support, coordination with IT development, Billing, Sales Representatives, Sales Support, facilitation of webinars/meetings and special projects
• Quickly build rapport via written and/or verbal communication with corporate customers to resolve inquiries or requests by clarifying the customer’s needs, troubleshooting when needed, determining the root cause of the issue; selecting and explaining the best solution to solve the issue; expediting correction, adjustment or processing requests with the appropriate sense of urgency
• Act as subject matter expert for our corporate program options, identifying and implementing account setup requirements, managing and maintaining account settings and revising process based on customer needs
• Provide concierge services to new or existing corporate relationships using a high touch approach
• Conduct onboarding/implementation or other program training webinars for web portal customers
• Work directly with newly onboarded customers to address concerns and ensure sales from all accounts
• Support team as well as various cross functional partners as needed

Responsibilities

• Guide the customer onboarding process for each project from start to finish
• Anticipate problems before they occur and seek solutions, takes ownership
• Utilize active listening, reading comprehension and soft skills to build and maintain rapport with customers
• Builds rapport with all Shoes For Crews teams and is respected as a team player
• Appropriately keeps Director, sales representatives and customers informed on status of work
• Ensure customer satisfaction through welcome emails/calls, follow-up emails and conversation, customer responsiveness and communication to ultimately drive business from newly onboarded customers
• Execute participation analysis on assigned customer accounts and partner with customers to improve participation
• Communicates with customers, internally and externally, concerning new accounts, account maintenance, products, on-site services, webinars and billing, by phone, email and Salesforce ticketing
• Handle all calls and written communication in a friendly, willing and professional manner
• Ability to travel (up to 10% of the time), if necessary, for sensitive customers during the Onboarding phase of their relationship with us

Skills and Experience

Education:

• Minimum of a high school diploma, general education degree (GED), or equivalent combination of experience and education
• AA in Business Administration preferred
• Project Management Certification preferred

Minimum Requirements:

• 3-5 years of administrative support or customer service experience
• 2+ years of sales environment experience
• 2+ years of internal technical process experience
• 1+ year of project management experience
• Strong commitment to achieving personal growth and success

• American Visa required

Skills and Abilities:

• English Level B2+
• Microsoft Office expertise
• Sales experience, ideally in a B2B environment
• Proven strong business acumen
• Highly dependable and responsible
• Ability to work independently
• Strong communication skills, with the ability and comfort level of interacting with all levels of the organization (IT, Sales, Marketing, Operations, Customer Service, Finance and Executive teams)
• Demonstrates an observable passion for creating an outstanding customer experience
• Demonstrates accuracy and competency: written and verbal communication
• Builds and maintains strong corporate program and product knowledge
• Demonstrates personal accountability and ownership for performance
• Demonstrates the ability to recognize his/her internal/external customer
• Strong organizational, planning and time management skills
• Able to multi-task, manage multiple assignments simultaneously and meet tight deadlines in a fast-paced environment
• Confident, driven, goal-oriented, results generator, expert at identifying and overcoming obstacles
• Proficient in Microsoft Office Suite and 30-40 WPM, JIRA (or other ticketing system), Salesforce and department related technology. EDI experience preferred.
• The ability to work a full-time schedule and be flexible if workload or customer needs require