SupplierGateway LLC Client Success Associate Irvine, CA · Full time Company website

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Position Overview

The Client Success Associate will play a crucial role in delivering exceptional service to our clients by acting as their primary point of contact and ensuring they maximize the value of our products and services. This position requires a strong client focus, customer-centric mindset, excellent communication skills, and the ability to thrive in a fast-paced environment. The Client Success Associate will serve as a primary support contact for clients and their suppliers, ensuring their satisfaction and success by consistently prioritizing their needs. In this role, the Client Success Associate will collaborate closely with the Client Success Managers (CSM) to enhance the value clients receive from our offerings. This position also provides a pathway for advancement into a Client Success Manager role as you develop your skills and expertise.

Position Responsibilities

Client Support:

• Provide timely, professional, and empathetic support to clients via phone, email, or chat.
• Resolve customer inquiries, technical issues, and service-related questions in a clear and effective manner.
• Troubleshoot and guide clients through complex problems with products/services, ensuring solutions are provided quickly and efficiently.
• Act as the client’s advocate, ensuring their needs are communicated and prioritized within the organization.

Onboarding and Training:

• Assist clients with post onboarding processes, ensuring they understand how to use the product/service effectively.
• Prepare and deliver user guides, documentation, and FAQs.

Cross-functional Collaboration:

• Collaborate with CSMs, sales, product, and technical teams to address client concerns and drive improvements in service.
• Work closely with the technical team to escalate and resolve any product issues or system bugs.

Reporting and Documentation:

• Track and manage client requests, escalations, and feedback using internal systems.
• Prepare and present regular reports on account health, usage statistics, and customer feedback.
• Monitor and report on the success of client relationships, and propose solutions for areas of improvement.

Client Retention:

• Identify opportunities for upselling or cross-selling additional products or services based on client needs to the appropriate CSM.

All other duties as assigned.

Technical Skills

• Google Suite: Docs, Sheets, Slides, Microsoft Office
• Microsoft Office: Word, Excel, Powerpoint
• Video Conferencing
• Support ticketing systems and CRM software: Zendesk, Hubspot, Axosoft

Required Qualifications

• Verbal and written abilities to convey complex information effectively and interact professionally with clients.
• Commitment to client satisfaction and ability to handle challenging situations with empathy.
• Proactive approach to resolving client issues and troubleshooting tech-related problems.
• Ability to work effectively with cross-functional teams to address client concerns.
• Proficiency in managing client requests and feedback.
• Willingness to learn and adapt to new technologies and processes in a fast-paced environment.

Education and Experience

• Bachelor’s degree in Business, Communications, Information Technology, or a related field 
• 2+ years of experience in a customer support or client-facing role, preferably in a technical or service-oriented environment.
• Experience in onboarding and training clients on products/services to enhance user experience.
• Proven experience in troubleshooting technical issues and providing effective solutions.