Customer Success Specialist

Position: Sales Operations (Customer Experience)

Job Responsibilities

Client Relationship Management

1. Serve as the single point of contact for assigned key accounts.
2. Track and report daily and weekly campaigns; monitor account performance.
3. Follow up on open customer queries and ensure resolution after internal feedback and discussions.
4. Meet clients alongside the sales team to understand ongoing market trends and key customer needs.

Revenue Management

1. Ensure key account revenue retention and growth, including identifying upselling and cross-selling opportunities to deliver the entire breadth of services available.

Project Management

1. Coordinate with internal team members to ensure the timely completion of customer deliverables.
2. Act as the primary liaison for key customer issues, working with Product Development, Operations, IT, Marketing, and Finance as required, and proactively communicate resolutions to customers.
3. Assist the marketing team in developing case studies of new solutions provided to assigned key clients.

Sales Support

1. Secure resources requested by the sales team to assist the sales process for key clients.
2. Grow and assist in achieving revenue targets for each assigned key client and help forecast current and new revenue opportunities.
3. Develop customized presales presentations and sales support materials, including industry research and best practices, as required for assigned key clients.

Reports

1. Prepare and maintain monthly/quarterly reports for all assigned key clients with input from the sales team.
2. Produce benchmarking reports and account review decks to provide customers with an analysis of their activity, utilizing these to identify and progress opportunities for new services.