Client Services Associate

5 days ago

Vancouver, Canada Highspot Full time

**About Highspot**

Highspot helps sales teams improve customer conversations and achieve their revenue goals. From content optimization and performance analytics to in-context training, guided selling, and more, the Highspot platform delivers enterprise-ready features in a modern design that sales reps and marketers love. Using Highspot, marketing leaders have deep insights and analytics into the performance and influenced revenue of content, campaigns, and marketing assets. What makes the solution special? It’s loved by sales reps globally, and is the #1 rated sales enablement platform on G2 Crowd.

We are committed to diversity as both a moral and business imperative.

**About the Role**

In this role, you will be joining the Customer Services team. In Services, we have a relentless focus on creating loyal, healthy, and successful customers by helping them realize business value. A Client Services Associate manages a portfolio of SMB and Commercial accounts, supporting customers in their ongoing customer experience and acting as a trusted advisor. You will play a key role in building and sustaining customer and partner relationships, while driving the adoption of Highspot within the customer’s organization and ensuring that customers get the full benefits of using our platform.

**What You'll Do**:

- Support our customers by answering questions, solving technical requests, and ultimately delivering solution value.
- Become a Highspot product expert and communicate with users, solution owners, and platform administrators throughout our customer journey.
- Benchmark current customer usage, re-align on objectives and map out self-service projects.
- Identify customer growth opportunities to maintain customer satisfaction and health.
- Recognize, reduce, and escalate customer risk based on adoption data and sentiment analysis.
- Hold office hours for your customers around specific themes and topics following a plan developed alongside your manager
- Maintain and improve CSAT scores, Highspot solution health, and partner with Account Management to retain and grow the customer

**Your Background**:

- Strong written and oral communication skills, including delivering professional presentations.
- Familiarity driving software solutions involving many stakeholders and delivering results on time with high quality.
- Experience being the bridge between different teams within the customer’s organization. A working knowledge of operating within the marketing and/or sales team at a large organization is a plus.
- Comfort operating in ambiguity at a fast growing company.
- Creative problem solver with a ‘can-do’ attitude, empathetic, and obsession with delivering a great customer experience.
- Growth mindset and ability to prioritize, greatly multi-task, and perform effectively while managing a high-volume, low-touch portfolio.
- Ability to drive projects to drive solution health and provide value to customers. Focus on product mastery and insight, thought leadership and skills up leveling.
- Demonstrated passion for learning new technologies and teaching others

**Highspot also offers the following employee benefits for this position**:

- Comprehensive medical, dental, vision, disability, and life benefits
- Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting
- 3 Weeks of Paid Vacation
- Generous Holiday Schedule + 5 Days for Annual Holiday Week
- Quarterly Recharge Fridays (paid days off for mental health recharge)
- Flexible work schedules
- Professional development opportunities through BetterUp and LinkedIn Learning
- Discounted ClassPass membership
- Access to Coaches and Therapists through Modern Health
- 2 Volunteer days per year

**Equal Opportunity Statement**

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of any grounds protected by applicable human rights legislation, which may include age, ancestry, citizenship, color, ethnicity, family status, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disabilities, political belief, race, religion, or sexual orientation.

Did you read the requirements as a checklist and not tick every box? Don't rule yourself out If this role resonates with you, hit the ‘apply’ button."

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