Client Success Representative

Job description

Description Job Summary: The Client Success Representative is responsible for focusing on maximizing account performance and client retention by providing guidance and support related to the client account. This position manages and responds to client and internal needs and helps drive the account management and customer service model by identifying strategic needs for the department and by providing coaching and guidance to other team members. Major Responsibilities/Activities: - Answer and resolve or route Client Relations phone calls in an efficient and timely manner. - Answer and resolve or route Client Relations emails from clients and internal staff in an efficient and timely manner. - Detect caller patterns/trends and provide appropriate feedback to Client Relations leadership in order to reduce or prevent future problems. - Identify and communicate call and email trends and present data to Client Relations team for use in Client Business Reviews and internal schedule management. - Work closely with Client Relations leadership to design processes and recommend improvements for better team support and improvement of the client experience. - Facilitate timely communication and...