Customer Success Specialist

Novir - Milwaukee, WI

Full-time - Mid Level

Remote - Milwaukee, WI

About the position

The Customer Success Specialist at Novir is responsible for building and maintaining strong relationships with clients, ensuring their satisfaction and maximizing their long-term value. This role involves developing the client onboarding process and serving as the primary point of contact for accounts, collaborating with cross-functional teams to meet client needs and exceed expectations. The ideal candidate is proactive, results-driven, and possesses excellent communication and problem-solving skills.

Responsibilities

• Continuously evaluate and adjust the client onboarding process as Novir scales.
• Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners.
• Lead the customer onboarding workflow and make recommendations for improving the onboarding process.
• Develop and nurture strong relationships with assigned clients, acting as their main point of contact from onboarding through service completion.
• Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction.
• Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients.
• Provide the sales team with insights and recommendations for the organization's growth and success.
• Drive revenue growth by identifying upselling and cross-selling opportunities within existing accounts.
• Monitor account performance metrics, proactively addressing any issues or concerns.
• Conduct regular check-ins with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs.
• Collaborate with the sales team to identify and pursue new business opportunities within assigned accounts.
• Advocate for and represent the voice of the customer internally.
• Ensure accurate and timely record-keeping of all client interactions, contracts, and sales activities in our CRM.

Requirements

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
• 3+ years' experience in client relations or management, preferably in a B2B environment.
• Demonstrated understanding of sales principles and techniques, with a track record of meeting or exceeding sales targets.
• Experience effectively managing multiple clients and prioritizing tasks in a fast-paced environment.
• Experience negotiating contract renewals with a solution-oriented approach.
• Strong understanding of customer support strategies and best practices.
• Experience working with CRM software and other relevant tools to manage and track client interactions.

Nice-to-haves

• Experience in sales or a related field.
• Strong analytical skills to understand systems and reporting.

Benefits

• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance