The Client Success Specialist works within the Marketing and Sales department. This position also coordinates with Deployment and Support. Client Success is responsible for proactive, regular, personalized client outreach to help WeSuite sales, deployment, and support ensure the best journey for all WeSuite clients. This position is responsible for identifying and assisting with upsell opportunities within existing accounts and working with Sales management or the Account Executive to complete upsell sales. The primary goal is to ensure that clients stay with WeSuite for as long as possible. Client Success helps to ensure clients are aware of and gain the benefits from use of our products and services. Client Success proactively identifies client needs to address before they become frustrated. Client Success helps to identify clients who may be considering leaving the platform so that a plan can be put into action.
Responsible for ensuring WeSuite client success by:
1) Conducting regular (30) Min Client touch calls – contact, schedule, and speak with all WeSuite clients 1x per Quarter minimum to:
a. Confirm what is new / changing with the client.
b. Confirm Sales leadership and System Administrator account contacts.
c. Review open support tickets prior to the call to ensure all needs are met.
d. Identify areas WeSuite can help, coordinate next steps, track progress, and specific results.
e. Provide updates on what is new at WeSuite that they might take advantage of.
f. Identify any upsell opportunities, collect relevant information.
g. Ask for referrals.
2) Update the Account Executive, WeOpportunity CRM, and Monday.com with meeting results.
a. Completion of Client Score Card
b. Monitor and record account health, changes, updates, etc.
c. Proactively identify areas to upsell client (i.e. training, documents, addition of products, etc.)
d. Proactively identify areas of concern and next actions
e. Work together with sales, deployment, support team(s) to resolve issues to assist clients
3) New Deployments:
a. Actively participate in new client handover meetings from the Account Executive to Deployment/Project Manager to know and understand the client.
b. Assist/conduct new & existing client training.
c. Engage with client executive, sales leadership and salespeople to confirm/identify any need to review with AE and PM.
d. Assist the sales and deployment team to successfully onboard new clients and conduct follow-up ‘check-ins’ on new accounts.
4) WeSuite Marketing & Education:
a. Assist in updating training materials, articles, etc.
b. Assist with eblasts of new release notes and updating client contact lists within Constant Contact, etc.
c. Assist with WeSuite sponsored webinars: content creation, delivery, follow up.
d. Identify and assist with new training video content creation.
5) Other duties and responsibilities as needed, and the job develops.
· Proactively build and maintain rapport to develop client relationships at all contact levels
· Highly organized and methodical
· Excellent oral and written communicator
· Strategic planner and strategic in execution
· Goal and results driven
· High degree of product knowledge; continued learning
· Use of WeSuite products daily in job.
· Expert use of Microsoft products: Excel, Word, Outlook, etc.
· Expert use of Go To Meeting
· Use of Monday.com and Zendesk, or similar
