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Client Success Specialist
3 weeks ago
**What's Bench? Check us out in** Medium, Betakit, Financial Post, our Instagram, and our Life at Bench Blog. - We acknowledge that Bench headquarters is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh _(Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations._ Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses. Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform. From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable. We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here **What does the Retro team look like?** We empower small business owners to take control of their financial well-being and create new paths to a better life. Are you passionate about providing an excellent client experience and love problem solving? Do you enjoy challenging how we currently do things, experimenting with what can be done better, and building something completely new from the ground up? Being a member of the Retro Customer Success Management team is a unique challenge, which calls for exceptional team members Our team is laser focused on client experience and ensuring clients are set up for success for their time with Retro as well as long-term with Bench and beyond You'll be a key part in defining the optimal client experience post sale, collaborating on new initiatives, as well as directly contributing to Bench's profitability goals through your impact in this start up within a start up. **What you'll get up to**: - Proactively reduce customer churn by functioning as a point person to escalate issues and problems that may arise in the client journey Input and support in customer onboarding(s), driving product adoption for various platforms and helping clients to become familiar with our platform and services - Conduct reviews with clients and partners to set goals and desired outcomes that will be incorporated into the clients resolution journey - Collaborate effectively with multiple teams across different departments and time zones, namely with Sales (to manage the handoff of clients) and Operations/ Onboarding (to address unresponsive clients, additional referrals and upselling opportunities, and manage deadlines) - Be an expert on our growing list of services and partners, while identifying any needs for additional services or partners - Navigate objections and work with internal stakeholders to resolve client issues - Contribute to designing and improving processes and materials - Grow your tech skills by managing your workflow using software tools like SalesForce, SalesLoft, RingCentral, Google Sheets, and the Bench App - Flex your project management skills, develop new systems and processes, and support experiments on Bench Retro's newest team **You'll need to have**: - 1+ years of experience in a customer success or consulting role, or 1+ years in a sales or account management type role. - You're not satisfied with "good enough", and nothing that needs fixing is just someone else's job. You love to experiment, try new things, and drive improvement within your own team, or across the wider organization. - You thrive in an unstructured environment. - You have an attitude that welcomes constant feedback, both giving and receiving. This is a role that requires you to be open to ambiguity, change, and experimentation. - You're a resilient, strong individual performer who is energized by meeting individual and team targets and contributing to the team's success. - Confident presence on the phone and strong communication skills. - Comfortable holding multiple calls each day, with many different personalities and types of conversations. - Talented multi tasker: holding a conversation, taking notes over the phone, and accessing time sensitive information. - Are excited about owning a client's experience at Bench, and the responsibility that comes with it. **It could be an even better fit if you**: - Are data-driven, well-organized and have a bias toward action - Are a great communicator with the ability to influence and drive action across internal and external teams - Are a self-starter who thrives in a fast-paced start-up environment: you are always willing to take on new projects, and do whatever it takes to make your customers happy and your company successful - With so many moving parts, there's little available to micromanage performance. Our best team members
