Client Success Associate / Manager
- Client Operations
- Charlotte, NC
- Remote friendly
2021-10-13 12:52:41 UTC
Client Success Associate / Manager
Who we are:
DebtBook provides modern software solutions that revolutionize the way governments, not-for-profits, and their professionals easily manage debt in order to improve the communities in which we all live. Our cloud based solution increases transparency, efficiency, and accuracy in debt management for state and local governments, hospitals, universities, cultural, and infrastructure clients, empowering them to provide more and better critical services.
What you will do:
At DebtBook, the Client Success team drives great client outcomes, through collection and analysis of data and feedback from our ongoing communication throughout our client’s lifecycle. We turn those insights into effective onboarding and retention strategies as well as critical inputs to the product roadmap. You will be involved in all aspects of implementation, support, account management, demonstrating the product, educating clients and more. DebtBook looks to the Client Success team members for input on key decisions to improve the entire client experience.
Onboarding and Implementation
Lead onboarding process from late stages of the sales process through product implementation
Conduct training sessions to demonstrate or showcase product for new users
Educate around how the product is impactful or transformative to the organization
Help update and manage in-app guides to help user get started quickly and deepen usage of key features
Effectively communicate with clients and internal stakeholders regarding progress from start-to-finish
Collaborate closely with Sales to support new clients, renewals, and expansion opportunities
Provide helpful and thoughtful support to clients post-implementation
Create or facilitate the production of support materials like FAQs, user guides and user support articles to enable self-service
Engage with clients post-implementation to understand their experience and drive success
Use quantitative and qualitative methods to understand the client experience from end-to-end
Maintain a cadence of communicating with clients about their adoption trends, sentiment, and mining opportunities for deeper engagement, client retention and expansion
Identify opportunities for clients to act as DebtBook advocates (e.g. testimonials, case studies)
Represent the voice of the client to inform our sales process and product roadmap
What We’re Looking For:
We are looking for team members who are passionate about putting their energy, insight and analytical prowess into work that matters.
Client success or project management experience or equivalent client facing accounting or finance experience.
Experience with municipal debt is highly valued.
Exceptional communication skills, highly organized and a high level of accuracy and attention to detail is required
Strong analytical skills. Proficiency in data manipulation and analysis in Excel required. Familiarity with bond math is preferred
Empathetic, positive attitude with a commitment to our client’s success
A strong sense of service and a passion for technology
Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
Comfort in a fast moving startup environment. Must be able to operate independently and effectively through periods of uncertainty, ambiguity and change
- Workday must overlap by at least 5 hours with Charlotte, NC, USA
- Must be a resident of United States