Job Description
TeeSnap provides high-quality software development services to its clients, building custom solutions that help automate business processes and improve the bottom line. A Client Success Representative has the responsibility of ensuring that the company onboards, retains, and maintains clients' loyalty. You will work closely with clients to ensure a smooth and effective relationship that will enhance the loyalty and improve client retention. You will be an ambassador for the product and directly support the client. The ultimate goal is to help the client reach their goals through our product.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Manage all aspects of your clients' relationship with Teesnap.
Provide excellent service to increase loyalty and retention.
Understand all aspects of your clients' business to effectively advise on the application of Teesnap's features.
Partner with clients to identify opportunities that could improve their business results.
Pay attention to client’s details, concerns, and submit feedback to influence software product changes.
Provide client training and education on company product and service.
Complete contract negotiations, renewals and disputes of client contracts at appropriate interval.
Work with revenue management to develop proposals to clients.
Provide technical support to client as required via email, phone, and chat.
Create, manage, and track client data using tools provided to showcase opportunities and wins.
Manage a calendar of marketing activities for multiple Teesnap clients, exhibit excellent brand awareness, and exceed expectations through relevant design.
Achieve target client retention through effective problem solving and quick response to issues.
Intervene to clients at risk and propose mitigation plans to ease concerns.
Develop and implement a well-planned client on-boarding process to successfully bring client onto product.
Delight your installed customer base throughout their customer journey - from implementation through renewal.
Become a trusted advisor for clients as their primary point of contact to ensure they are using our solutions to achieve full business value.
Identify and close new sales opportunities from your clients to grow our business while driving more value for the clients using our products.
Identify renewal risks and collaborate with the relevant internal teams to identify strategies that remediate issues and ensure a client retention.
Collaborate with stakeholders such as Technical Support, Sales & Operations to drive beneficial outcomes for clients.
Utilize various systems (Copper (CRM)) to track customer details, including customer health, engagements, and potential renewal / sales opportunities.
Stay current with the most recent enhancements to our products and educate customers on offerings and updates.
Other duties as assigned.
Job Requirements
Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
Education: Bachelor’s Degree in Business, Marketing, Communication, or related field.
Minimum three (3) years experience in client services with emphasis on client management and supporting subscription/SaaS business with good understanding of SaaS business metrics and models.
Minimum three (3) years of customer success experience, preferably in a SaaS environment.
Bring an enthusiastic, can-do approach to work in our fast-paced environment, handling large volume without losing track of details or sacrificing quality.
High integrity and performance standards. Passion for learning and continuous improvement.
Ability to work with customer relationship management (CRM) applications and track effectively.
Think critically to identify client-centric recommendations that inspire changes across all teams influencing our clients' experience.
Outstanding time management skills, including the ability to juggle multiple projects simultaneously, prioritize effectively, and meet deadlines.
Intellectual and technical curiosity.
Adaptable and flexible approach to support our evolving Client Success strategy.
Excellent client-facing presentation skills and executive presence.
Proven ability to collaborate internally with cross-functional teams.
Build trusting relationships quickly with both clients and internal partners.
Advise clients with confidence on technical and non-technical aspects of Teesnap and development by giving direction or redirecting when necessary.
Experience with Commerce technology a nice-to-have.
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