At Shine, an independent PR agency with offices in Paris and New York, we're dedicated to providing tailored public relations services for companies that are making a tangible societal and cultural impact.
Collaborating with a diverse team of award-winning writers, forward-thinkers, and cultural influencers, we specialize in elevating the narratives of businesses within the creative, retail, lifestyle, and travel industries.
At the heart of Shine, we are driven by insights. We leverage data, analytics, and competitor benchmarking to ensure that your PR objectives are closely aligned with your business goals, whether they're in the realm of B2B or B2C. With a compelling and cutting-edge product offering ready to take to market, you’ll play a pivotal role in driving the business forward as it enters its next phase of growth.
About the role
As a Client Service Executive, you will be the primary point of contact for our clients, responsible for building and maintaining strong relationships, understanding their needs, and ensuring exceptional service delivery. This role offers an exciting opportunity for individuals with excellent communication and interpersonal skills to make a significant impact in driving client satisfaction and loyalty.
Key Responsibilities
* Client Relationship Management: Serve as the main point of contact for assigned clients, building and maintaining strong relationships through regular communication, meetings, and proactive outreach to understand their business needs and objectives.

* Needs Assessment: Conduct thorough needs assessments with clients to identify their goals, challenges, and opportunities, and provide tailored solutions, recommendations, and support to address their requirements effectively.

* Service Delivery: Coordinate with internal teams, including sales, operations, and support, to ensure timely and accurate delivery of products, services, and solutions to clients, meeting or exceeding their expectations and requirements.

* Issue Resolution: Address client inquiries, concerns, and escalations in a prompt and professional manner, investigating issues, troubleshooting problems, and providing timely resolutions to maintain client satisfaction and trust.

* Client Onboarding: Facilitate the onboarding process for new clients, guiding them through the setup, implementation, and integration of our products or services, and providing training and support to ensure a smooth transition and successful launch.

* Account Management: Manage and grow existing client accounts by identifying upsell and cross-sell opportunities, presenting additional products or services that align with their needs and objectives, and negotiating contract renewals and extensions.

* Client Feedback: Solicit and collect feedback from clients on their experience with our products, services, and support, capturing insights, suggestions, and testimonials to drive continuous improvement and enhance client satisfaction.

* Performance Reporting: Prepare and deliver regular performance reports and business reviews to clients, highlighting key metrics, achievements, and opportunities for optimization, and collaborating with internal teams to address client feedback and concerns.

* Documentation and Administration: Maintain accurate and up-to-date client records, including contracts, agreements, and communication logs, using CRM systems and tools to track interactions, manage tasks, and ensure compliance with service level agreements (SLAs).
About you
* Bachelor's degree in Business Administration, Marketing, Communications, or related field.
* Proven experience in client service, account management, or customer success roles, with a track record of building and maintaining strong client relationships.
* Excellent communication and interpersonal skills, with the ability to engage and connect with clients effectively, understand their needs, and articulate solutions clearly and persuasively.
* Strong problem-solving abilities, with a proactive and resourceful approach to addressing client inquiries, concerns, and challenges.
* Ability to work independently and collaboratively in a fast-paced environment, managing multiple clients and priorities while maintaining a high level of professionalism and attention to detail.
* Proficiency in CRM systems, Microsoft Office Suite (Word, Excel, PowerPoint), and other relevant software applications.
* Knowledge of industry-specific products, services, and trends, with a passion for learning and staying updated on market developments and best practices.
* Commitment to delivering exceptional client service and driving client satisfaction and loyalty.
What we offer
We offer a competitive remuneration package, including a 401k plan and comprehensive insurance coverage (health, dental, and vision). Enjoy the flexibility of working hours tailored to your needs and benefit from additional vacation time. As part of our commitment to employee well-being, we provide complimentary yoga and meditation classes to help you maintain a healthy work-life balance.
How to Apply
At Shine, we are dedicated to fostering a safe and inclusive environment where every individual can flourish. We achieve this by valuing talent, championing diversity, and promoting inclusion. We welcome applications from talented individuals of all backgrounds, abilities, and identities, regardless of how they identify.
If you believe you're a good match for this role, click the apply button above to submit your application. We look forward to hearing from you!