Job Summary

The Client Experience Specialist is responsible for the entire client lifecycle, from post-sale activities like quarterly business reviews and renewals to client health initiatives. Exceptional communication, project management, and customer service skills are essential to deliver consistently positive client experiences as a dedicated client partner.

Roles and Responsibilities

• Serves as a strong advocate for our clients to ensure that Indinero maintains high customer satisfaction.
• Responsible for client renewals, ensuring that customers are provided with and utilize renewal, upsell, and expansion opportunities.
• Manages client information by preparing content and regularly updating CRM and project work items in Karbon and Hubspot.
• Collaborates with colleagues to identify ways to continuously improve and streamline our services.
• Drives progress toward business solutions that result in mutually beneficial outcomes for all parties involved.
• Serves as an escalation point for challenges that impact customer success and retention rates, and effectively escalates them further to the Director of Client Success.
• Collaborate with cross-functional teams to guarantee that customer needs are met or exceeded. This includes, but is not limited to, partnering with Sales and Service teams.
• Identify creative solutions to both client and internal challenges and promote knowledge-sharing across all internal disciplines.
• Serve as a strong advocate for a productive and empowering working environment.
• Manage multiple projects simultaneously, ensuring robust integration across the organization.
• Uphold a strong working knowledge of all services, consulting subject matter experts as needed.
• Complete other duties as assigned by management.

Required/Demonstrated Skills:

• Strong interpersonal skills and the ability to create positive environments for collaboration.
• Consultative and collaborative approach to building strong relationships.
• Partnership with clients to optimize the use of services and technology solutions, ensuring value realization.
• Willingness to support across all business functions as a dedicated team player.
• Embodiment of company culture and contribution to a positive team experience.

Qualifications

• 2+ years of experience in client success, client experience, project management, account management or a similar client service role.
• Excellent client and project management skills, with a consultative and collaborative approach.
• Impeccable written and verbal communication skills.
• Detail-oriented and analytical.
• A strong team player who thrives in a multi-tasking environment and can adjust priorities quickly.
• Consistently demonstrates a strong work ethic, a commitment to results, and a positive attitude.
• Comfortable working under pressure and skilled at creative problem-solving, setting and maintaining appropriate timelines, and communicating complex concepts to both internal and external stakeholders.
• Action-oriented, capable of driving motivation and synergy across departments to achieve overarching goals.
• Capable of leading highly effective interactions
• CRM experience
• Bachelor's degree
• Industry experience in accounting (preferred)