Client Success Advocate (SMB)
Do you care deeply about the success of your customers? Are you the go-to person for your company’s most challenging issues? Do you love to teach a person to fish and take time to teach others how to use technology and solve problems? Are you frustrated by bureaucracy that keeps you from getting work done and making customers happy? If so, we should talk - we’re building a world-class, customer-centric company, and need folks like you!
We are seeking a Client Success Advocate (CSA) to join our new Small-to-Medium (SMB) Client Success Team in Austin. As a founding member of this team, you’ll work with Client Services leadership to help to build, implement and execute a tech-touch, one-to-many relationship management model for our SMB clients. As champions of our SMB clients, the team of CSAs will help our clients identify and exceed their desired business outcomes by tracking and monitoring client health, conducting reactive and proactive outreach programs and campaigns, encouraging adoption of new features, and continuously identifying opportunities for cross and upsells. The successful candidate will have a demonstrable passion for serving customers and improving the customer experience.
What You’ll Do Everyday:
As a founding member of this team, you’ll be called upon to help us lay the foundation that will enable our long-term success. This may include data refinement and analysis, process creation and documentation, executing pilot programs and monitoring success, and more.
Manage and drive the success of our SMB clients to ensure they’re achieving their desired outcomes from our Product.
Work with an assigned portfolio of clients in both a 1:1 and 1:1 many/tech-touch capacity to implement customer success plans, grow feature adoption, ensure retention, and identify opportunities for upsell and renewal.
Execute and monitor 1:many client campaigns and programs to mitigate churn risk, and ensure achievement of KPIs and critical goals.
Leverage data-driven insights from these campaigns and programs to conduct proactive outreach campaigns to coach SMB clients towards growth and success.
Support clients in usage of existing and new features to ensure they get maximum value from our product line.
Recommend and implement new campaigns, playbooks and programs, as well as new methods and channels for client outreach.
You will be responsible for maintaining/growing Net Portfolio Growth for assigned customers.
What You Need to Bring to the Table:
Must have prior client-facing experience in Client Success, Sales, Support and/or New Client Implementation/Onboarding
Positive professional attitude (but we expect you to have fun at work)
Ability to build strong bonds and relationships with both customers and team members
Ability to uncover problems that get in the way of providing great service and fix them
Keen ability to manage customer expectations and difficult customer situations
Excellent interpersonal, communication and presentation skills (both verbal and written)
Zealous problem solver
Demonstrated ability to handle many tasks simultaneously
Able to clearly articulate technical information to others so it’s easy to understand
Great team player
Ability to work in a fast-paced office environment where multi-tasking is a must
Ability to work a full-time (40 hours a week) schedule
2+ years experience in Marketing or Sales
Prior experience managing email marketing campaigns or online relationship management
BA in Marketing or a related field
Benefits and Perks:
Generous health coverage for you and your family, including short and long term disability coverage, 401(k) and HSA matching, company-provided life insurance, and more.
Instant-Access & Flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
Unlimited snacks, Our break areas stocked to the brim with cereal, snacks, La Croix, soda, Red Bull, coffee, and more to keep you going throughout the day.
We're dog friendly! Bring your pooch to work at any of our offices.
Enjoy weekly catered lunches and chef-made meals at the office.
Take a break and play foosball, Nintendo 64, ping pong, shuffleboard, pinball, or darts in our spacious cafeterias and break rooms.
Get active in the community by joining one of our many quarterly offsite volunteer and community service events.
Fun company events, including Halloween costume contests, ugly sweater competitions, baseball game outings, ice cream socials, food trucks, and more.
Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.