Client Success Specialist
About the role The ideal candidate will be a true self-starter: an active listener, engaging communicator, analytical, both a planner and a doer, and always striving for excellence. Success in this position will require organization, problem-solving and communication skills to deliver the superior level of customer service to our valued customers. They must excel at working independently to assess our customer’s needs, implement our technology solutions, and build strong relationships with all stakeholders. What you'll do Serve as the primary customer contact, building and maintaining long-lasting relationships. Manage escalated customer support issues, exercising discretion to result in a favorable outcome. Maximize annual renewal revenue. Proactively ensure customers are fully utilizing products. Capture, maintain and communicate new business opportunities that identify areas of improvement. Meet or exceed Expansion sales goals. Successfully execute Account Review cadence based on size and complexity of the client Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. Forecast and track Customer Success metrics (e.g. Retention, Expansion Pipeline, etc.). Secure Customer Success stories by partnering with the Marketing Department. Develop new business from existing clients and actively seek upsell opportunities with product add-ons and training. Oversee Client retention/renewal goals. Ensure all activities and deals are effectively managed within the CRM (Hubspot) Partner with other departments to improve the customer experience. Organize and lead Customer User Groups. What you'll need to be successful Experience with software and data analysis tools as well as MS Office (particularly MS Excel). BA/BS Degree, Sales or relevant field. Ability to communicate, present and influence account stakeholders, including Executive and C-level. Strong level of customer service. Proven ability to juggle multiple account management projects at one time, while maintaining sharp attention to detail. Excellent listening, organizational and presentation abilities, to include strong verbal and written communication skills. What you can expect from us We really ARE more than a company! We have a passion for growth and hitting goals, but we want to do it together as a team and enjoy the ride as we go. WE ARE APPROACHABLE. Want to talk to a member of management or leadership, walk up and say hi. WE TRUST YOU. We don’t have a million rules because we believe you will embrace our Culture Code and make good decisions. WE EMBRACE TECHNOLOGY! We love it, sell it, support it, use it, and need it. WE DRESS COMFORTABLY. We need you to work hard, not wear a tie. WE ARE KIND. Being kind, forgiving, empathetic, and respectful can change your life and everyone around you. WE ENJOY OUR TEAM. Use your webcam, collaborate, build relationships, and recognize others for doing a great job. You work a lot; make the most of your time here. WE VIRTUALIZE EVERYTHING. We strive for 100% inclusion of our remote teammates. JustFOIA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.