Sr. Client Success Rep (CSR)

at Assure
Location Salt Lake City
Date Posted January 15, 2022
Category Call Centre / CustomerService
Job Type Not Specified


Job Description

Glassboard Technology is a fast-growing FinTech startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. Were specifically looking for a customer success representative who will roll up their sleeves and will lead our Clients from inside the trenches. As a key member of our team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional and technical leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant software Client Success experience and a demonstrated record of analyzing and optimizing customer requirements, feature suggestions and issues.


Objectives of this Role

Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

Maintain existing customer success metrics and data as directed

Daily and Monthly Responsibilities

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

Review the customer journey, identifying how its supported, taking a consultative approach in helping clients overcome issues and achieve goals

Write User Stories based on Client suggestions and issues they encounter

Be able to Test and QA software features based on User Stories

Provide Product support to the Sales Team in pre-sales and close process

Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

Collaborate, problem solve, and/or strategize upcoming client meetings with team members

Prepare necessary documentation or visuals for clients to demonstrate the function and features of the software and business processes

Work with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications

3-5 years of experience in communications, marketing, sales, account management, or customer success

Strong verbal and written communication, strategic planning, and project management skills

Analytical and process-oriented mindset

Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities


Preferred Qualifications

Bachelors degree

Knowledge of HubSpot, Jira and project management tools

Experience with FinTech or SaaS Software Companies

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