Client Success Specialist

Job Title:

Client Success Specialist

Reports to:

Manager, Client Success

POSITION SUMMARY

We are seeking a proactive and relationship-driven Client Success Specialist to strengthen and maintain relationships with our clients within our portfolio. This role focuses on deeply understanding client needs, building trust, solving client challenges, and anticipating future opportunities to ensure long-term satisfaction, loyalty and client success.

KEY RESPONSIBILITIES

Client Relationship Management

• Serve as the primary point of contact for an assigned portfolio of clients, fostering strong and lasting relationships.
• Develop and nurture relationships with client stakeholders, including executives, property managers and developers, to deeply understand their business goals, challenges, and long-term objectives.
• Serve as the trusted advisor, demonstrating high levels of empathy and understanding to effectively guide client decisions and foster long-term, mutually beneficial partnerships.
• Engage with clients to ensure their needs are understood and met, providing solutions and insights that demonstrate our commitment to their success.
• Proactively identify opportunities for account growth and client satisfaction, utilizing both qualitative insights and quantitative data.
• Conduct regular check-ins and business reviews to assess client satisfaction and identify opportunities for growth.
• Troubleshoot and resolve client issues, coordinating with internal teams to deliver timely solutions.
• Identify recurring challenges and work cross-functionally to implement process improvements.

Account Strategy & Growth

• Lead the development and execution of customized account strategies that align with both client goals and company objectives, taking a consultative approach.
• Identify and capitalize on opportunities for account growth, upselling, and cross-selling services, using a data-driven approach to identify trends and areas of improvement.
• Collaborate with internal teams e.g. sales, operations, billing, finance, to develop tailored solutions that support client objectives and drive value.

• Act as the client's advocate within the company, ensuring their concerns are addressed promptly and effectively.

• Identify upsell or cross-sell opportunities that add value to the client's business.

• Work towards increasing client engagement, retention, and overall satisfaction.
• Work closely with sales, product, and support teams to ensure a seamless client experience.
• Provide feedback to internal teams based on client insights to enhance product and service offerings.

Client Training & Support

• Conduct advanced training sessions for clients to ensure they are fully equipped to leverage products and services to meet their evolving needs.
• Provide ongoing technical support and resources to ensure clients extract maximum value from their investment, troubleshooting and resolving issues in a timely and effective manner.
• Foster an environment of trust and empathy, ensuring clients feel heard and supported throughout the relationship.

Onboarding and Implementation

• Lead the onboarding process for strategic accounts, working closely with cross-functional teams to ensure seamless implementation and client-specific customization.
• Manage the transition from sales to implementation, ensuring a clear understanding of deliverables and client expectations.

Performance Monitoring & Optimization

• Regularly analyze client performance data and reports to identify areas for optimization and strategic improvement.

REQUIRED EDUCATION & QUALIFICATIONS

• Bachelor's degree in Business, Communications, or a related field (or equivalent experience).
• 3+ years of experience in account management, customer success, or client-facing roles.
• Strong interpersonal and communication skills, with a customer-centric mindset.
• Excellent problem-solving and conflict-resolution abilities.

• Ability to analyze client data and use insights to drive decision-making.

• Highly organized with strong time management and prioritization skills.

• Familiarity with CRM and case management tools (e.g., Salesforce, HubSpot, Jira) is a plus.
• Proven experience in managing client relationships in account management, client success, consulting, or a related role.
• High level of empathy with the ability to understand and connect with client needs, honed through customer service experience.
• Strong analytical skills, with the ability to pull and analyze client data, including identifying trends and making data-driven decisions.
• Comfortable working with numbers, reports, and performance metrics to evaluate client success and recommend improvements.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to influence senior leadership and client executives.
• In-depth knowledge of the company's products/services and how they can be applied to meet client needs.
• Ability to manage multiple projects concurrently, with a strategic approach to prioritizing tasks and allocating resources effectively.

OTHER COMPETENCIES

• Driving for results – highly motivated and works well under pressure; able to adapt to a complex and vastly changing environment. Punctual and dependable, can be counted on to attain and improve results.
• Active learning - seeking and leveraging opportunities to gain new skills, knowledge, and experiences; quickly assimilating and applying new information and skills to enhance results.
• Communication skills – ability to present analytical information to peers and management; ability to communicate with all levels of the organization and external stakeholders.
• Interpersonal skills – can create and maintain key partnerships between internal departments and external stakeholders at all levels.

DIRECT REPORTS

• None

WORKING CONDITIONS

• Manual dexterity required to use desktop computer and peripherals.
• Overtime as required.