Client Success Associate

2 meses atrás

florianópolis, Brasil Street Diligence, Inc. Tempo inteiro

The Client Success Associate is pivotal in propelling our company forward by steering the onboarding of new clients and fostering ongoing relationships throughout their lifecycle. This individual harnesses a unique blend of communication skills, technical acumen, and a comprehensive understanding of client success tenets. As a key member of the Client Success team, the Associate ensures our clients attain their objectives, thereby underpinning client loyalty, satisfaction, and engagement with our products.

Responsibilities

Client Onboarding: Oversee the onboarding process for new clients, ensuring a seamless initiation and laying the groundwork for a fruitful relationship. Address potential hurdles proactively and certify that clients are thoroughly prepared to utilize our software effectively.

Proactive Engagement: Consistently evaluate client interaction data, satisfaction levels, and other critical metrics to detect areas for enhancement and potential risks. Engage clients in strategic dialogues about their aspirations, obstacles, and accomplishments.

Success Planning: In collaboration with Client Success Managers, devise and polish success blueprints for clients rooted in empirical insights. Aid in deploying targeted tactics to boost client involvement and product adoption.

Performance Metrics & KPIs: Establish, monitor, and communicate critical performance indicators (KPIs) concerning client success, such as retention rates, client satisfaction scores, and renewal chances. Leverage these insights to refine client success stratagems.

Crisis Management: Anticipate client issues before they intensify and collaborate with pertinent internal teams to devise and execute solutions. Handle crisis situations adeptly to maintain client contentment and loyalty.

Proactive Client Health Monitoring: Vigilantly track client health indicators and establish preemptive systems to flag at-risk clients. Propose corrective measures to avert attrition and augment client happines

Trend Analysis: Pinpoint patterns in client data that suggest chances for product enhancement, upselling, or cross-selling. Relay insights to the product development and sales divisions to inform strategic choices.

Feedback Loop: Act as a principal liaison for collating client input and converting it into actionable insights for product and client success squads. Enable a comprehensive feedback cycle to assure incessant progress.


Client Segmentation: Craft and uphold client segmentation frameworks to facilitate personalized success strategies. Utilize segmentation to pinpoint clients with high growth potential and customize engagement accordingly.

Upsell Identification: Scout for upselling opportunities within your client portfolio. While the actual renewals fall under account management, this role is tasked with recognizing moments ripe for expansion and upselling.

This role is for you if you are/have:

  • Bachelor’s degree in a 4 year university.
  • Minimum of 2-3 years of experience in a client facing role such as success, support or sales.
  • Experience with customer relationship management (CRM) systems and client success software.
  • Stellar communication skills, capable of communicating complex concepts to clients.
  • Proactive and strategic thinking, centered on delivering tangible outcomes and amplifying client satisfaction.
  • Ability to collaborate across different teams and manage diverse projects and stakeholders.


*If you are interested in this offer, please submit your resume in English.


About Street Diligence

Street Diligence is a high-growth, well-funded venture with an innovative product offering and ambitious expansion plans. Our clients include leading financial institutions that use our platform to analyze and negotiate advantageous terms in legal and financial contracts. We break down key terms, identify what’s “market” and “off-market” and flags risks embedded in contract terms. Our platform also provides unique visuals, benchmarking and comparison to place negotiations and contracts in context. Founded in 2012, Street Diligence is headquartered in New York.

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