Client Success Associate

2 weeks ago

Newmarket, Canada Entuitive Compliance Full time

**Company Overview**:
Entuitive Compliance Inc. focuses on creating leading edge Insurtech software.

The Challenge - contractor/workforce risk management is a distraction for companies and hiring clients, yet necessary to avoid reputation, trust and loyalty brand reputation, employee injury and costly workers compensation/insurance claims. Entuitive Compliance is well positioned to succeed in this space because we manage risk by exception - Entuitive Compliance’s proprietary enterprise and SaaS user experience provides, Realtime background screening, credit reports, criminal check as well as stores, time stamps, dates, and tracks all documents, keeping a historical data trail of all changes made to uploaded documents ensuring employee level certificates are kept up to date, such as licenses, certifications, health and safety training, and insurance documents.

There is a large market for contractor/workforce risk mitigation globally, with millions of contractors in many sectors/locations throughout the world. With our attractive subscription-based pricing model (90% YOY renewal) and quick to market strategy, we are on-boarding new clients and their contractor/workforce within days not months, disrupting competitor industry timelines and immediate revenue generation for Entuitive Compliance.

**Job Overview - Client Success Associate**

This is a key strategic role within Entuitive Compliance that gives you full ownership and responsibility for our current largest clients and their customer base and new clients/customers onboarding through rapid expansion. The position sits within the Client Success Department and you will be responsible for overseeing a successful onboarding experience, maintaining ongoing business objectives, helping your clients maximize value realization from their Entuitive solution, and ultimately ensure the renewal of key accounts. Through strong leadership, you will manage the overall relationship with your clients/customers, and closely partner with Sales Leadership Team on expansion opportunities and with Product Development Team for system related upgrades and updates. As part of this expanding team, you will also bring your experiences and thought leadership to help build out scalable and repeatable processes to be leveraged across our client/customer base.

**Responsibilities**:

- Main point of contact and owner of assigned client/customer relationship(s)
- Troubleshooting, problem solving, and answering questions on specific issues when they arise with clients/customers
- Manage customer expectations and demonstrates expertise and leadership
- Weekly/biweekly meetings with clients to give updates, hear concerns, troubleshoot problems, and find solutions that work for both teams
- Weekly meetings with Success Team, COO, Sales Leadership Team to give updates, hear concerns, troubleshoot problems, and find solutions
- Understand the broader business perspective and make decisions accordingly
- Manage renewals and find new expansion opportunities within the account
- Accountable as a single point of contact and escalation to track cross-department or cross-process and facilitate closure through coordination of appropriate resources (both internal/external)
- Escalate major issues brought up to higher management so they are aware of changes that need to be made
- Make recommendations and influence important operating issues/decisions for the broader team
- Collaborate with Entuitive peers, cross-functional teams, and senior leaders to ensure clients/customers are successful
- Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customer’s lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes
- Bring a great sense of humor, tact, and ability to be empathetic and personable to customers, building rapport and trust with a deep passion for helping companies to become more successful

**Experience and Skills**:

- 3+ years in a client-facing, Customer Success Manager/Account Management/ Sales preferably in a SaaS based organization and/or Big-Box Retailer
- Experience providing customer service to 20+ junior, mid-market and major accounts
- Solid understanding of the contractor and vendor industry
- Understanding of SaaS business models and their overall relationship to client/customer success
- Successful experience in retaining and upselling customer base. High energy and ambition; enthusiasm to give customers the white glove treatment

**Hours**: Full-time, Monday through Friday between the hours of 8am and 8pm.

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