34 applicants

Company

Agero, Inc. · 3 hours ago

Client Success Associate

Medford, MA

Full-time

Remote

Entry Level

2+ years exp

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Responsibilities

Serve as a point of contact for select clients when escalated issues arise, ensuring that their needs are met promptly and effectively.

Support clients in understanding and navigating self-service tools to minimize dependency on direct support.

Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities.

Assist the Sales Engineering, Platform Success, and Client Support teams with the implementation and ongoing execution of service agreements.

Act as an escalation path for issues that cannot be resolved through standard client self-service tools.

Identify opportunities for solution expansion or additional services by analyzing client needs and feedback.

Collaborate with senior team members to develop strategies for potential growth opportunities.

Own and manage the contract renewal process for your assigned clients, ensuring timely communication, negotiation, and closure.

Be proactive in addressing any client concerns or questions related to the renewal process.

Focus on maintaining high client retention rates by addressing escalated issues and ensuring a smooth renewal experience, balancing the needs of the client with the company's goals.

Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance.

Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels.

Use data analysis to provide actionable insights into client behavior, helping to fine-tune self-service options and optimize client outcomes.

Develop an in-depth understanding of the company's product offerings, including features, configurations, and updates.

Guide clients in utilizing these products effectively, and participate in training sessions to stay updated on new developments.

Build foundational knowledge of industry trends and client-specific needs.

Leverage this understanding to ensure client solutions are aligned with evolving market demands and technological advancements.

Act as an internal SME, providing guidance and insights to other departments (e.g., sales, product, support) on the needs, behaviors, and expectations of your assigned clients.

Assist in aligning internal teams on best practices for managing client accounts and navigating the specific challenges that arise from this select group of clients.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client Support ExperienceContractual Obligations ExpertiseData Analysis ProficiencyAdvanced Communication SkillsSaaS Product KnowledgeMultitasking Skills

Required

Associate Degree or equivalent work experience.

2-4 years proven experience in client support, customer service, or a related role.

Deep understanding of contractual commitments, serving as a trusted internal subject matter expert (SME) to assist other departments with client-related inquiries and ensure compliance.

Exceptional ability to convey complex information clearly and foster open dialogue with clients.

Strong understanding of operational metrics to effectively track and analyze client data.

Familiarity with SaaS products and a quick learner of industry-specific tools and practices.

Anticipates client needs and resolves issues proactively with a customer-first mindset.

Effectively manages multiple client accounts and shifting priorities while maintaining high service levels.

Highly organized with meticulous attention to detail in managing renewals and commercial activities.