JOB TITLE

Client Success Product Specialist

REPORTS TO

Director – Client Strategy & Success

COMPANY

Confidential Data Analytics Provider

JOB OVERVIEW

The Client Success Product Specialist is responsible for providing exceptional support to our clients.

As a Client Success Product Specialist, you are the first point of contact for our clients, ensuring client requests are addressed timely and accurately by providing account and product support, as clients navigate our extensive product suite.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage inbound calls, emails and live chat inquiries related to portal navigation, account support and login inquiries – ensuring timely resolution and routing and escalating as appropriate.
• Manage a book of business comprised of small business accounts.
• Content generation to include product tutorials and/or user guides for use in our self-serve client resource library.
• Deliver bi-weekly product overview webinars to our existing user base.
• Monitor usage data and identify up-sell opportunities for the business, while uncovering trends and themes in data usage.
• Provide product development recommendations based on direct experience with clients.
• Conduct proactive outreach to accounts and end-users to drive client engagement and overall client satisfaction.
• Maintain expert knowledge of our products and services to resolve client questions or concerns in a timely manner.
• Maintain client records by updating and entering account information in Salesforce and other internal platforms.

QUALIFICATIONS

• Excellent interpersonal, written, and verbal communication skills.
• Strong organizational skills, diligence, high energy, and the ability to manage multiple tasks at once.
• Ability to confidently manage client expectations.
• Ability to work both independently and within a team environment.

PREFERRED EXPERIENCE

• Bachelor’s Degree required.
• Minimum of 1-3 years in a client services support role – preferably from a SaaS, business intelligence, financial services, or technology-based company.
• Ability to understand data and product solutions focused on analytical data sets.
• Position requires extensive problem-solving using multiple software systems.
• Experience with the Microsoft Office suite of applications.
• Experience with Salesforce preferred.