What are the responsibilities and job description for the Client Success Representative position at BrightFlow Technologies?
Client Success Representative – BrightFlow Technologies
Overview
At BrightFlow Technologies, our number one priority is to make our clients exceptionally happy. Our Service Delivery Team plays a key role in achieving this goal by delivering outstanding support and ensuring client satisfaction.
As a Client Success Representative, you will be the primary point of contact for our clients, ensuring they receive the support they deserve from our helpdesk team. You'll work closely with the VP of Sales to deliver exceptional results while contributing to the growth and success of our team.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone and email.
- Provide accurate and clear product and service information.
- Resolve customer complaints by investigating issues and delivering effective solutions.
- Follow up with clients to ensure their concerns are resolved to their satisfaction.
- Maintain up-to-date and accurate customer records and account information.
- Collaborate with team members to deliver a seamless and positive customer experience.
- Schedule Technology Business Reviews & perform account audits.
- Maintain a comprehensive services matrix for all clients to identify potential service opportunities.
- Build and maintain strong relationships with our clients.
Metrics for Success
You’ll take the lead on initiatives to improve our Key Performance Indicators (KPIs), including:
- Client Satisfaction Scores (CSAT).
- Team Happiness and engagement metrics.
- Alignment with our core values and intangible measures of success.
Skills & Attributes
Required Skills:
- Excellent communication skills with a strong foundation in active listening.
- Experience in scheduling and resource management.
- Proficiency with technology at a basic to intermediate user level.
- A passion for delivering an amazing client experience.
- The ability to bridge the gap between "Geek" and "Human" communication.
- Adaptability to keep up with the fast-paced IT industry.
- A positive, can-do attitude.
Preferred Experience:
- Familiarity with ticketing systems or PSA tools.
- Strategic planning and resource management skills.
- Experience and knowledge of Microsoft 365.
- Client experience certifications (e.g., Helpdesk Habits).
- Previous experience in a Managed Service Provider (MSP) or IT support business.
Perks & Benefits
We believe in creating a workplace that supports our team’s success and well-being. Here’s what you can expect:
- Comprehensive health, dental, and vision insurance.
- Full time position, no contract.
- A fully stocked kitchen for in-office snacks and meals.
- A positive, easy-going company culture where we love what we do.
- Ongoing training opportunities to develop valuable, lifelong skills.
If you’re passionate about delivering outstanding client experiences and want to grow with a forward-thinking IT company, we’d love to hear from you!