At Uplifter, we believe that exceptional customer success is foundational to our business. As a Client Success Representative, you will play a key role in not only supporting our clients but also in ensuring their ongoing satisfaction and growth with our platform. If you are passionate about helping clients succeed and thrive in a technology-driven environment, we encourage you to apply and be part of our success journey.

Key Responsibilities: Client Support:

• Respond to client inquiries: Address client tickets, questions, and support requests in a timely and professional manner, ensuring that each interaction meets the highest standards of service.
• Multi-channel support: Provide accurate and effective solutions to client inquiries via various channels, including email, phone, and live chat.
• Issue resolution and escalation: Recognize and escalate complex issues to relevant internal teams (e.g., technical support, product development) when required, ensuring prompt resolution of client concerns.

Client Success:

• Client onboarding: Lead clients through the onboarding process, ensuring they are equipped with the knowledge and tools to successfully utilize our platform from day one.
• Client relationship management: Conduct regular check-ins with clients to gauge satisfaction, address any concerns, and identify opportunities for additional product adoption, training, or upsell.
• Proactive problem solving: Anticipate potential challenges for clients and address them before they escalate, ensuring clients continue to see value in the platform and remain engaged.
• Client education: Offer training sessions, webinars, and resources to enhance the client's understanding of our platform and its features, ensuring they maximize their return on investment.

Documentation and Reporting:

• Accurate record-keeping: Maintain detailed records of client interactions, support tickets, and resolutions, ensuring that client history is properly documented for future reference.
• Provide product feedback: Act as the voice of the customer by sharing insights and feedback with the product and development teams, helping to drive platform improvements based on real-world usage.
• Create and update resources: Contribute to the creation, organization, and ongoing maintenance of client-facing support documentation, knowledge bases, and troubleshooting guides to improve overall customer experience.

Cross-Department Collaboration:

• Internal communication: Collaborate with sales, product, and marketing teams to relay client feedback, ensure seamless communication, and drive client success initiatives across the company.
• Support system improvements: Work closely with the technical support team to identify recurring issues or feature requests, contributing to the continuous enhancement of our platform.

Requirements:

• Experience: Previous experience in a client support, customer service, or client success role, preferably in a SaaS environment, is highly desirable.
• Technical proficiency: Comfortable using support ticketing systems (e.g., Zendesk) and CRM software (e.g., Salesforce, HubSpot), with a solid understanding of SaaS products and services.
• Communication skills: Excellent verbal and written communication skills, with the ability to simplify complex concepts and convey them clearly to clients with varying levels of technical expertise.
• Analytical and problem-solving skills: Strong analytical mindset with the ability to troubleshoot client issues and provide efficient solutions, even in high-pressure situations.
• Relationship-building: Ability to build and maintain strong, long-lasting relationships with clients, ensuring a positive experience throughout their lifecycle with the platform.
• Self-motivation and teamwork: Ability to work independently, manage time effectively, and collaborate with a cross-functional team to achieve shared client success goals.

Nice-to-Have Skills:

• Familiarity with SaaS-specific tools and integrations.
• Previous experience working in a fast-paced, scaling SaaS company.