What are the responsibilities and job description for the Client Success Support - B2B position at 360Connect?
This is a 3-day-a-week hybrid position based in our office in Austin, TX. 78750 zip code.
About 360Connect
360Connect is a reputable B2B lead generation company with a successful track record in the B2B market since 2005. Over the last two decades, we have been delivering high-quality leads to various industries ─with more to come!
We at 360Connect adhere to six core values that guide our decisions and actions when dealing with our clients, co-workers, service providers, and the company itself.
1. Do what it takes to deliver excellent results.
2. Bring a proactive, solution-oriented attitude.
3. Act with integrity and respect.
4. Communicate directly and honestly.
5. Do what you say you are going to do.
6. Always learn and try new things.
Our Culture
We are a diverse group of hardworking and fun-loving people. Our team strives to succeed, has some fun, and encourages everyone to be themselves.
Past Fun Events:
Connect Lunches: members of different departments can come together to have a free lunch at the restaurant of their choice and get to know each other.
Team-Building activities: an all-company boating/jet ski trip on Lake Travis, a holiday party at The Grove, a Halloween costume contest with prizes, and a Thanksgiving eating contest
How do we know we have a good work culture? The Austin-American Statesman has named us one of the “Best Places to Work” for 11-years in a row. Additionally, we are the only digital company in Austin to have received the award more than once!
Does this sound like a place you would like to work? We would love to talk to you!
Responsibilities
The day-to-day job responsibilities of the Client Success Support include:
- Develop and maintain strong relationships with assigned clients, serving as their main point of contact.
- Manage a book of business from the Onboarding through complete life cycle of the customer
- Provide ongoing support to our Client Success Managers, and Senior Client Success Managers to include:
- Answering incoming calls
- Process returns
- Data analysis
- Profile builds and ability to work across several platforms
- Reporting analytics
- Proactively engage with client success managers to ensure their satisfaction, identify opportunities for upselling or cross-selling, and drive client retention.
- Conduct regular check-ins with clients to assess their needs, address any concerns, and provide ongoing support and guidance.
- Collaborate with cross-functional teams, such as sales, marketing, and product development, to align client needs with our products or services.
- Coordinate and facilitate client onboarding, ensuring a smooth and seamless transition from sales to implementation.
- Track and report on key metrics, such as client satisfaction, usage patterns, and overall health of client accounts.
- Act as the voice of the client within the organization, providing feedback and insights to drive product improvements and enhancements.
- Identify and resolve any issues or escalations in a timely and effective manner, ensuring high client satisfaction and retention rates.
- Stay up-to-date with industry trends, best practices, and competitor activities to provide clients with valuable insights and recommendations.
Skills:
- Minimum of 2 years of experience in a client-facing role, call center operations, account management, or customer success.
- Proven track record of managing client relationships and driving client satisfaction and retention.
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
- Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.
- Ability to collaborate effectively with cross-functional teams and manage multiple client accounts simultaneously.
- Familiarity with CRM software and other relevant tools and technologies.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Strong attention to detail.
- Proficiency in Microsoft Suite, especially excel.
- Bachelor’s degree in business administration, marketing, or a related field (preferred)
- High School Graduate or Equivalent
- Ability to type over 40 WPM
Benefits:
- Dental Insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance