Job Overview: We are looking for a dedicated and proactive Client Success Specialist to join our team. This role is crucial in ensuring our clients’ successful adoption and ongoing satisfaction with our SaaS platform. You will serve as the main point of contact for our clients, assisting them in reaching their business objectives through our software, providing training, support, and insights that drive product adoption, retention, and overall success. The ideal candidate is client-focused, has a knack for problem-solving, and is passionate about driving customer success in a technology environment. Additionally, you will identify upselling opportunities and negotiate contract renewals to enhance client value and drive revenue growth.

Key Responsibilities:
1. Client Onboarding and Training:
a. Lead client onboarding, training sessions, and provide resources to ensure clients understand and can use the platform effectively.
b. Create tailored onboarding plans and product walkthroughs that address each client’s specific needs and use cases.

2. Relationship Management:
a. Serve as the primary point of contact for a portfolio of clients, building long-term relationships and understanding their business needs.
b. Monitor client health scores and engagement metrics, identifying at-risk clients and working proactively to retain them.

3. Proactive Client Engagement:
a. Conduct regular check-ins and business reviews to ensure clients are achieving their objectives and maximizing platform usage.
b. Gather feedback on the client’s experience and product usage, sharing insights with internal teams to inform product development and process improvements.

4. Product Support and Issue Resolution:
a. Collaborate with technical support teams to troubleshoot and resolve any client issues or concerns, ensuring a seamless experience.
b. Educate clients on new features and updates, ensuring they are well-prepared to take advantage of product enhancements.

5. Upselling and Contract Negotiation:
a. Identify opportunities for upselling and cross-selling additional services that align with the client’s goals, effectively communicating the value of add-ons.
b. Negotiate contract renewals, pricing adjustments, and expansion opportunities to drive revenue growth while ensuring continued client satisfaction.
c. Collaborate with the sales team to develop tailored proposals that address client needs and support successful contract negotiation.

6. Advocate for the Client:
a. Act as the client’s advocate within the organization, collaborating with product, marketing, and sales teams to address client needs and expectations.
b. Share client feedback to influence product enhancements, ensuring our offerings align with evolving client needs.