Client Success Associate

Job Description: 

Key Responsibilities:

1. Client Success (65%):

• Client Relationship Management: Develop and maintain strong relationships with clients, serving as their primary point of contact. Understand their business goals and objectives to identify opportunities for collaboration and growth.
• Onboarding and Implementation: Guide clients through the onboarding process, ensuring a smooth and seamless transition. Coordinate with cross-functional teams to ensure successful implementation and deployment of our products or services.
• Training and Support: Provide comprehensive training to clients on the effective use of our products or services. Offer ongoing support and troubleshooting assistance to address client inquiries, concerns, and technical issues. Assist with management of client & partner facing documentation.
• Proactive Account Management: Monitor client accounts to identify potential risks and challenges. Proactively engage with clients to understand their evolving needs and provide appropriate solutions to maximize their success and satisfaction.
• Client Advocacy: Act as a client advocate within the organization, effectively communicating client feedback, needs, and suggestions to the appropriate teams. Collaborate cross-functionally to address client requirements and drive product or service enhancements.
• Renewal and Upselling: Collaborate with the sales team to ensure successful contract renewals. Identify opportunities to upsell or cross-sell additional products or services to existing clients based on their needs and business objectives.
• Metrics and Reporting: Track and analyze client engagement, usage, and satisfaction metrics. Generate regular reports and insights to assess client health, identify trends, and provide actionable recommendations for continuous improvement.
• Industry Knowledge and Best Practices: Stay up to date with industry trends, market conditions, and best practices related to client success and customer relationship management. Apply this knowledge to provide strategic guidance and exceptional service to clients.

1. Project Management (35%):

• Collaborate with department leaders to define, prioritize, and develop projects.
• Plan project management activities, including setting deadlines, prioritizing tasks, and assigning team members to various deliverables.
• Accurately document the project’s creation, development, and execution as well as documenting the project’s scope, budget, and justification.
• Oversee business projects and ensure that are completed on time and within budget.
• Monitor and analyze project metrics to identify weaknesses, propose operational improvements, and drive efficiencies.
• Provide guidance around project management methodology and best practices (e.g., Project Management, Six Sigma, etc.) throughout the project planning, execution and delivery phases to ensure quality, timeliness and efficiency of project management services.
• Draft new and improve existing project management office standards, processes, and tools for effective project delivery

Competencies:

• Leadership/Interpersonal Skills:
  • Strong interpersonal skills, including the ability to collaborate effectively with senior executives and diverse teams.
  • Proactive, self-motivated, and able to work independently with minimal supervision.
  • Excellent problem-solving skills and ability to work on multiple projects while meeting tight deadlines.
  • Calmness and composure in times of uncertainty and stress.
• Strategy:
  • Analytical skills to monitor project and client metrics, identify trends, and drive decision-making.
• Communication Skills:
  • Excellent verbal and written communication skills, including the ability to present data and insights effectively to internal and external stakeholders.
• Industry Knowledge:
  • Stay informed about industry trends and best practices, imparting knowledge to internal personnel for continuous growth and optimal performance.
• Technical Skills:
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for creating reports and presentations.
  • Familiarity with project management tools (e.g., Jira, Salesforce) and CRM software for managing client relationships.
  • Preferred: SQL or other query language

Education and Experience:

• Bachelor’s degree in business administration, Project Management, Finance, Marketing, or related field
• 2 – 3 years of experience in client success, project management, finance, operations, or related field.
• Experience in client-facing roles, project management, and cross-functional business environments.

Job Type:

• Individual contributor

Job Location:

• Flexible: San Diego, CA, Austin, TX, or Remote.

Benefits:

• Remote-first flexibility.
• Healthcare, Dental, Vision coverage.
• 401(k) retirement plan.
• Employee Stock Ownership Plan (ESOP).

Join our team as a Client Success Associate, where you will play a pivotal role in driving client satisfaction, project success, and business growth. Apply your relationship management, project management and communication skills to ensure the success of our clients and internal projects.