Client Success Advocate

3 weeks ago

Victoria, Canada Smart Dolphins IT Solutions Full time

**Develop and maintain strong relationships with clients**:
Our culture and atmosphere is positive, open and dynamic. We love our Dolphin lives and always strive to help and elevate each other. We are awesome and we have proof We are certified as a "Great Place to Work" and placed 15th in the national standing of top 50 businesses with under 50 employees. Check us out here

***

Smart Dolphins’ Client Success Advocate plays an imperative role in supporting our _Client Success _process. As our Client Success Advocate, you are energized by developing and maintaining strong relationships with our clients. You also help our teams consistently deliver exceptional service by identifying, improving and refining systems to enhance client satisfaction. You will be managing inbound calls and tickets from clients seeking variety of support. More specifically, you’ll be tasked with answering client questions, addressing their concerns, opening support tickets, providing updates, and escalating client issues if need be. In addition, you will play a vital role in helping our clients become “power users” by helping curate and engage in their technical training needs. This includes, helping onboard our clients to our training portal and advocating for our training events and workshops. As a Client Success Advocate, you will work closely with various departments to ensure optimal operational success

**POSITION RESPONSIBILITIES**
- Develop and maintain strong client relationships.
- Be the client voice in internal meetings and in your interactions with other Dolphins.
- **Successful completion of Certified Client Success Management (CCSM) course, Level 3 (or higher) within the first 1 year of employment. Remaining levels (3 and 4) in year 2.**:

- Involved in and managing sensitive/complex client requests to ensure successful outcomes.
- Schedule, prepare for and conduct regular Proactive Client Success meetings with our clients
- Create and execute innovative client retention strategies.
- Ensure all delivery areas are providing top quality service.
- Work with all service areas to identify opportunities to further improve client satisfaction.
- Work with all service delivery areas to elevate our service quality and the client experience.
- Educate clients about our services, products, enhancements, and potential innovations that may be an opportunity to improve their business.
- Communicate with existing clients on a regular basis and be aware of any needs that could be translated into enhancing service or product deliveries.
- Schedule, prepare for and conduct periodic client price increase/change conversations.
- Manage and address client inquiries, questions, or concerns in a timely and constructive manner.
- Monitor and address feedback through CSAT, NPS, and other client feedback avenues.
- Provide initial ticket triage for clients.
- Perform initial ticket documentation.
- Capture missing client and process information.
- Administer and/or manage various client interfaces (SkillsBoost, Client Portal, etc.).
- Monitor and respond to CSAT, NPS, and other client feedback avenues.
- Create, document, and manage client success process to remedy client issues and/or concerns.
- Create, document, and manage policies and procedures for own role responsibilities.
- Lead and manage the new client onboarding process.
- Enthusiastically participate in regular meetings.
- Provide administrative support as required.
- All other duties and responsibilities, as they evolve and/or are assigned.

**QUALIFICATIONS AND EXPERIENCE**
- Understanding and enthusiastic alignment with role (You Get It, Wants It and have Capacity for It).
- Understanding and enthusiastic alignment with our core values (Love your Dolphin Life, Elevate the Team, Find a Better Way).
- Strong and **resourceful** team player spirit is a must.
- At least one (1) year of proven customer support experience.
- Prior experience working within the IT industry is an asset.
- Prior experience in process writing (or willingness to learn) is an asset.
- Advanced MS Office skills.
- Excellent communication, interpersonal, and active listening skills.
- Professional, proactive, and personable telephone etiquette.
- Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries.
- Ability to solve problems independently, effectively, and efficiently.
- Ability to multi-task and work under tight deadlines.
- Ability to organize and manage changing priorities effectively and efficiently.

**OTHER LOGISTICS**
- Hybrid work environment with regular, consistent presence in-person at our office.
- Regular meetings with client at their offices (and/or ours).
- Monday to Friday (8 AM to 5 PM)

**Images**:
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**Additional Info**:
Job Type : Full-Time

Location : Victoria, BC

Experience Level : Entry Level, Junior Level, Intermediate Level, Senior Level

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