Modern Day Brokerage is a fast-growing education & coaching company searching for driven go-getters who welcome the challenges of a growing business. We’re specifically looking for a client success specialist who will roll up their sleeves and lead from the trenches. As a key member of the leadership team, the specialist will help craft our client-success strategies, building strong relationships with clients and collaborating with cross-functional leaders internally to deliver consistently excellent client experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant client service, sales, digital or advertising experience and a track record of building strong client relationships.
Objectives of this role
- Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
- Develop and maintain client-success strategies and best practices, as well as client-support content, with help from the sales & ops team
- Communicate effectively with both internal principles to better understand client needs, maximize retention and growth, and share learnings
- Maintain existing client-success metrics and data as directed
Responsibilities
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- Review the client journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
- Generate excitement for new or developing products by keeping clients updated on their progress. As new products come available, they facilitate demos and training. If customers decide to add new products to their plans, success managers help implement them.
- Empathy is a critical skill for any client-facing role. Client success specialists often work with clients directly to help them resolve high stakes issues. They must be able to put themselves in their customers’ shoes and manage expectations.
- Work with sales, marketing and ops teams to boost client referrals and develop case studies
- Other duties as assigned
Required skills and qualifications
- Three to five years of experience in communications, marketing, sales, account management, or client success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
Job Type: Full-time
Pay: $45,051.85 - $54,255.99 per year
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Work Location: Remote