Customer Success Representative

Overview

Our sales team has grown into three teams: marketing, inside sales, and outside sales. This role of Customer Success Representative will fill a large portion of our inside sales organization. Alignment on our sales team is critical, and our team will not succeed without a top performer focused on this specific role. The focus of this role is to create an excellent experience for clients and prospects by always Owning It & Delivering WOW, coordinating with sales and operations, and focusing on a world-class customer experience that leads to record retention.

Top 5 Responsibilities

1. Partner Success - Call current clients during Anniversary month to review services and identify opportunities for upsell. During service review, identifying areas for improvement on current offerings and working with service to see those through to completion. Work with COIs of current clients to also solicit new clients to Thread.
2. Client Retention - Periodically meet with clients to identify gaps in their systems and ensure they have access to the latest services and products Thread offers.
3. Building Partner/Center of Influence Network - Once you meet with current clients that have partners (ben brokers, CPAs, financial advisors that aren't currently worked by outside sales reps), this position will engage those partners to begin referral relationship.
4. Sales/Operational Alignment - Meet with the Ops team to roll out monthly incentive programs for employee referrals that support the current sales goals.

Requirements

• Bachelor's degree (preferred)
• Be a Winner - A demonstrated history of achievement throughout various stages of life.
• Be a Leader – Past experience in formal leadership positions within social or professional organizations
• Best in class phone and interpersonal skills
• Self-starter with exceptional organizational skills that can handle gathering and organizing high volumes of information under the pressure of multiple overlapping deadlines.
• Can pass an extensive background check (Criminal, MVR)
• Very detailed oriented with strong numerical perception skills.
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
• Demonstrated ability to resolve issues and maintain strong client relationship skills.
• Focused on finding a solution because there is always a way to get it done!
• Strong written and oral communication

Culture Requirements

• Deliver Wow - Go above and beyond for clients, partners, and other team members. Take the extra step to provide stand-out service.
• Own it! – Demonstrate ownership and resourcefulness to improve the overall client experience and internal processes.
• Make it Better – Share and implement ideas and strategies to improve our culture, processes, and performance.
• Have Fun – Bring a positive and playful attitude each week and add to the overall company culture. Make work enjoyable.
• Attitude of Gratitude – Show a strong sense of gratitude and stewardship to clients, partners, and other team members.
• Pursue Growth - Think about your future and the future of Thread. Have a growth mindset, embrace challenges, and continue to develop your knowledge and skills.

PHYSICAL DEMANDS AND WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Sedentary work: Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
• Stooping, crouching, reaching, standing, and walking are occasionally required.
• Talking, hearing, and seeing with close visual acuity are frequently required.
• Keying data is repetitive motion and is frequently required.
• The position is not substantially exposed to adverse environmental conditions.
• Occasional exposure to other worksites that require personal protective equipment.