Client Success Specialist

6 months ago

Ottawa, Canada Agility PR Solutions Full time

**Title**: Client Success Specialist
**Department**:Global Services (SaaS Client Success & Support)
**Reports to**:Global Client Success Team Manager
**Language**:Fluent in English (written and verbal). French and/or Spanish an asset.
**Location**:Ontario remote

**Background**

Agility PR Solutions provides today’s communicators with powerful and intuitive media outreach, monitoring, and measurement solutions. For almost twenty years, Agility has helped clients from across industries and continents discover relevant journalists and influencers, make meaningful connections with the media, amplify their stories, monitor media coverage and social conversations, and report on the impact of their public relations activities. Agility is one of the fastest growing companies in the PR tech space and it’s recognized by users on G2 for ease of use, quick implementation, and outstanding customer service.

We are a remote-first company, with colleagues based across vibrant cities in Canada, US, the UK, Philippines and India. We are intentional in helping our teams realize their full potential, and continue to invest in their learning and development, career progression, offering competitive pay and benefits, enabling leadership and work environment.

**About the role**

This is a customer facing role, requiring the ability to provide excellent training and customer service, as well as display organisation, time-management, and problem-solving skills. Part of a global team of client success and product support specialists, the primary role of the Client Success Specialist is to optimise customer experience and help each client to achieve success with our subscription products in the public relations, media, and communications markets. The Client Success Specialist provides training and hands-on platform assistance to our clients and is expected to build relationships with their assigned clients to devise strategies to maximise their success with Agility.

The success of the role is demonstrated by delivering onboarding and training sessions to clients, organising client outreach and reviews, gathering client feedback, establishing and maintaining client satisfaction levels, responding to client support requests, and contributing to achieving target renewal rates and upsells, across the whole client base and specifically on accounts assigned to the individual specialist.

The Client Success Specialists must have very strong customer service skills, with the ability to handle complaints and objections, and must demonstrate initiative and accountability for each clients’ experience. They must be well-versed in the various services that Agility offers and remain alive to the possibility of upselling accounts and growing our business.

They must be familiar with our CRM and account administration procedures, and comfortable supporting the sales, research, and engineering teams.

**Key Responsibilities**
- Develop expertise of current products and new products as they are launched.
- Proactively offer, prepare, and lead client training sessions.
- Accurately assess customer needs or difficulties and recommend appropriate solutions.
- Track clients use and experience of our services and assess client satisfaction.
- Perform regular outreach calls as appropriate.
- Proactively seek out training, service, and onboarding feedback, and maintain high levels of satisfaction in these areas.
- Collaborate with the Agility Support team in delivering services to clients as required.
- Uncover and act upon any opportunities for securing renewals and growing the value of accounts.
- Effectively prepare and support (or lead, as needed) sales demonstrations.
- Assist in the sales process, by providing product education and customer history information to salespeople.
- Uncover and act upon needs for other services.
- Record customer interactions and job tasks in the company CRM system.
- Collaborate with product development and research teams and share the voice of the customer.
- Other duties as required.

**Required Skills**:

- Post Secondary Diploma or Degree (Public Relations, Media and/or Communications an asset).
- At least two years of successful customer service experience with proven ability to support and train clients in a professional environment. (Working in public relations, media communications or similar role an asset).
- At least two years of experience in leading web-based demonstrations and client training.
- Proven excellent organizational, communication, presentation, technical troubleshooting, and persuasion skills.
- Ability to handle multiple tasks simultaneously while still delivering a quality customer service experience.
- Experience with various software programs and the ability to learn new programs rapidly; computer-savvy and technology-comfortable.
- Fluent in English, secondary language an asset.
- Experience with Salesforce a plus.

**What we offer**:

- Fully remote work environment
- Collaborative

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