Mission / Purpose
To support the Chief Operating Officer (COO) and Client Success Team for all client activities after the sales contract has been signed; Onboarding, Kick-Off, Training,
Launch & Success Monitoring.
Support the weekly, biweekly and monthly client check-in calls, monitor the support inbox, ensure project management and fulfillment is on track and communicate with clients through Client Success when and where necessary.
Update team members and inform Direct Report when obstacles are encountered and troubleshoot solutions for recommendations.
Your role is the fully support the Client Success team and therefore you are expected to maintain an enthusiastic “can do” attitude at all times when client-facing.
Client Retention
Once introduced as the secondary point of contact, you will be responsible for supporting client questions and addressing any concerns in an efficient, retention based manner.
Work actively with clients, their staff and business advisors to promote best practices, communicate effectively and on a regular basis and be the liaison for all external client activities.
Recommend and assist in the design of action plans in such a way as to ensure maximum adoption, resolution and recovery to all client issues.
Lead client team trainings, help resolve minor issues and assign tasks and update ClinicGrower teams on enhancements, action items and to dos
Expectation to handle a minimum of one (1) National Client or High Profile Client through Onboarding, Client Launch & Maintenance
Client Onboarding
Ensure all new clients or existing upsells are communicated with during the onboarding process with agendas, meeting summaries and scorecards
Customer Service Maintenance
Deliver superior customer service meeting the client needs with all possible resources
Assist the Ad Team in monthly report generation and mid-month updates for Ops review and outreach
Attend client meetings and maintain detailed notes of discussions and outcomes
Draft, prepare and seek to finalize client communications and follow ups
Sales & Reputation
Look for opportunties to increase volume of campaigns, upsell of services (Website, SEO) and seeking referrals from satisfied clients
Project Coordination / Leadership
Keen Attention To Detail is important. Ability to follow and improve upon existing processes, SOPs and checklists.
Quickly and clearly communicate with team members on task progress, challenges, issues, and success (wins).
Lead, mentor and support Client Success Associates in training, onboarding, client integration and daily checklist tasks for Client Success Team
Client Technical Support & Training
Monitor, respond, solve and / or delegate client-related tasks from our company support inbox / helpdesk
Support the Client Success Team and assigned accounts with fast action responses, troubleshooting and corrective actions to the Tech & Engineering Team to ensure client performance
Communication & Reporting
Maintain regular notes on all client meetings and communication within the client folder in their notes
APPLY FOR THIS JOB:
Company: MOVE Your Biz
Name: Steven C
Email: