What are the responsibilities and job description for the B2B Customer Success Associate position at Hire Horatio CX?
Position Summary
As a B2B Customer Success Specialist, you will be the primary point of contact for 401(k) Plan Sponsors. This role requires a blend of exceptional customer support, deep financial knowledge, and direct client portfolio management. You will act as a trusted partner to our clients, leveraging your expertise to find solutions, build strong relationships, and ensure a seamless experience.
Responsibilities
- Deliver above-and-beyond customer experiences through email and other back-office channels.
- Manage a dedicated portfolio of clients, maintaining ongoing communication and building strong rapport.
- Act as the internal voice of the customer, offering insights to all areas of the business to help build a better product and a more streamlined experience.
- Act as the primary point of contact, communicating directly with key client stakeholders to ensure alignment and manage expectations.
- Proactively notice patterns in client inquiries, investigate root causes, and collaborate with your team to find rapid, effective solutions.
- Lead with empathy and a problem-solving mindset to identify and resolve client issues and concerns.
Required Qualifications
- B2B Experience: A minimum of 2 years of experience in a B2B (Business-to-Business) role is required.
- Financial Industry Experience: Proven experience of 1 years in the financial sector with a strong understanding of industry terms like AML, KYC, and other compliance concepts.
- Written Support Experience: Demonstrated experience in a written customer support role (back-office or email support).
- Client Portfolio Management: Experience managing a direct portfolio of clients with ongoing communication responsibilities.
- Exceptional Communication: Outstanding written communication skills with a proven ability to explain complex topics simply and build rapport.
- Technical Savvy: The ability to navigate multiple complex systems (CRMs, financial platforms) simultaneously.
Preferred Qualifications (Nice to Have)
- Platform Experience: Hands-on experience with Salesforce, QuickBooks, or HR integration platforms.
- 401(k) Knowledge: Specific expertise with the 401(k) plan lifecycle and administration.
- CRM Experience: Previous experience working with CRM systems such as Zendesk