As a Client Success Specialist, your primary objective is to create and maintain an experience that makes our Arborgold clients happy, builds trust in our brand and product, and retains clients. As a self-starter who can take ownership of the client relationship, your role and responsibilities are as follows:
- Client Technical and Functional Onboarding:
After clients purchase, the Client Success Specialist helps the buyer and their team on board and get to know their new Arborgold product. Whether you’re helping clients log in for the first time, sync their QuickBooks, create their first service, import their existing customer list, or take them through the Arborgold standard training and on-boarding program. you’re ready to share your knowledge and experience, while providing exceptional assistance. Your goals are to successfully onboard each new client, until them are using the system, happily, every day.
During the onboarding process, you will:
- Reach out by phone and email to schedule and confirm training appointments.
- Rescheduled missed appointments.
- Follow-up with technical support or development on any outstanding data migration issues.
- Assess their business and slightly modify our standard training program to meet their current business model.
- Assign homework and tasks during each call to promote user adoption.
- Account Relationship Management:
Client Success Specialists will be assigned a group of clients that you must reach out to, periodically, to assess the current state of Arborgold at their business.
- Client Retention:
Client Success Specialist will be responsible for maintaining at minimum, 80% of their assigned clients, during any given quarter. Specialists will have an opportunity to offer a complimentary training session as well as other promotional offers to keep clients on their active subscription.
- Upselling/Add-On Services:
During account management calls and client retention calls, Client Success Specialist will listen and offer additional services to clients in need including:
- Additional cloud users
- Add-on mobile users
- One-on-one training sessions
- Custom templates and reports
- Users Conference attendee registrations
- Custom consulting on-site
- Paid product enhancements.
- Documentation and Content Development:
Client Success Specialist will contribute to the overall Arborgold product digital knowledge base and help center. This may include writing Q&A from customer onboarding experiences, and step-by-step training content and videos with screen capture.
- Client case studies:
Client Success Specialist will listen for a unique client success story during onboarding and period Account Management check-ins. You will be responsible for the initial case study approval from the client, then escalating the opportunity to your supervisor and/or Senior Executives for follow up and follow through.
- Users Conference and On-Site Training:
Client Success Specialist may be asked to participate in Arborgold’s Annual Users Conference or Regional Training Events that require travel and off-site training.
- Special projects as assigned.
Technical Skills:
Familiar if not proficient in Windows and MAC Operating Systems; Microsoft Office programs including Excel, Word, Powerpoint, Outlook, and One Note; Internet Browsers including Safari, Internet Explorer, Chrome, Firefox; Zendesk or Helpscout; Intercom IO; Camtasia Screen and Video Capture; QuickBooks; Google Calendar; Gmail; CRM systems such as Salesforce, Hubspot, or Infusionsoft;
Functional Skills:
Basic accounting and mathematical skills; accurate typing over 40 wpm; excellent written, verbal, and presentation communication skills; organizational skills; customer service demeanor; and outbound phone skills.
Education Requirements:
Bachelors’ Degree in Business, Computers or related field.
Compensation Overview and Opportunity:
Client Success Specialist will have an opportunity to earn additional bonus compensation based on client retention percentages in addition to an hourly wage.
Status:
Full-Time, Non-Exempt
Reports to:
Client Success Manager and Senior Executives as Directed.
Location:
Position located at Arborgold US Headquarters. Not available for remote. US Citizen only. No H1B Visa.
How to Apply:
Please send your resume and cover letter to success@arborgold.com
