What are the responsibilities and job description for the Client Success Account Manager position at Chattr?
About Chattr: Chattr is an exciting Tampa-based HR tech start-up on a mission to build an industry redefining software that changes hourly workforce hiring forever. Despite the big tech layoff headlines, we are fully-funded and in growth mode, continuing to build on our 2023, 100% annual growth.
We believe it takes great people to change the world and we need boundless energy and enthusiasm to do it. That’s why our team lives our company values, and we hire based on them, too. Our industry-changing rocketship is headed to new heights and we need fuel to get there. Are you ready?
Why join us? At Chattr, you’ll be part of a startup where your role truly makes a difference—not just for the company but for the thousands of users who rely on our platform every day. Here’s why you’ll want to work with us:
- Be Part of a Winning Team: Work alongside a group of confident, competent, and passionate individuals who are focused on achieving big goals and redefining the hiring industry.
- Shape the Future of a Growing Product: Join a company with the potential to become a billion-dollar business, a household name, and a solution that helps millions of people find jobs more easily.
- Have a Voice: Your ideas and feedback will be valued. We believe in empowering our team members and giving them a platform to make an impact.
- Thrive in a Supportive Culture: Experience a fun, healthy, and collaborative environment that encourages growth and success.
- Accelerate Your Career: Be a part of a company where you can showcase your skills, take initiative, and fast-track your career development.
About the Opportunity:
Department: Client Success
Direct Report: Manager of Client Success
Location: Tampa, FL (Hybrid Work Schedule)
Summary of the Role:
The Client Success Account Manager is a critical player in our mission to ensure clients not only succeed but thrive using our platform. You’ll be part of a dynamic team known for delivering an exceptional client experience, where relationship building, the ability to problem solve and proactive sales skills are key to success.
We believe in making hiring the easiest part of our clients' day. As a Client Success Account Manager, you’ll own the client journey, from onboarding to retention, and continuously look for ways to enhance value and exceed expectations.
This role emphasizes two key areas:
- Account Management: Implement & manage mid-market to enterprise clients with a focus on driving value to our clients through surprising and delighting them in every interaction.
- SaaS Project Management: You will lead a variety of projects to ensure a smooth transition for new clients as they migrate from their existing platform to Chattr. This includes managing integration implementations between Chattr and third-party systems.
Key Responsibilities:
- Own Client Relationships: Serve as the primary point of contact, building trusted relationships with new and existing clients throughout their lifecycle with Chattr.
- Initiate and Execute Projects: Lead client-focused projects, including onboarding, training, and integrations into third-party systems. Ensure projects are delivered on time and meet quality standards.
- Conduct Product Demos and Training: Create and lead engaging demos, webinars, and training sessions to ensure clients fully utilize Chattr’s features.
- Anticipate and Solve Issues: Use initiative to identify potential pain points before they arise and collaborate with the team to implement solutions.
- Drive Client Engagement: Identify upsell opportunities and proactively present solutions to meet client needs, leveraging strong sales and persuasion skills.
- Analyze Client Feedback: Gather, organize, and share customer insights to help guide product innovation and continuous improvement.
- Maintain Product Expertise: Stay up-to-date with Chattr’s offerings, policies, and updates, becoming a product expert and resource for clients.
- Be a Client Advocate: Represent the voice of the customer internally, collaborating with sales, product, and support teams to drive client success and retention.
Minimum Requirements:
- Technical Skills:
- Proficiency in Microsoft Office and/or Google Workspace
- Experience with CRM software (HubSpot preferred)
- Familiarity with Slack, Notion and JIRA
- Experience:
- Proven track record in client success, account management, or a related sales-oriented role in the SaaS industry.
- Demonstrated expertise in managing multiple projects and deadlines, with a focus on integration implementation and management.
- Strong presentation skills, with experience conducting training and product demos for large audiences.
- Ability to independently solve complex, unforeseen challenges with a proactive and detail-oriented approach.
Our Ideal Team Member:
- Dependable and Self-Motivated: You thrive in a fast-paced environment, managing your workload independently with a strong work ethic.
- Empathetic and Optimistic: You approach every situation with a positive mindset, genuine care, and a passion for delighting clients.
- Thoughtful and Client-Focused: You love supporting customers, consistently go above and beyond, and are driven to make a difference in their experience.
- Action-Oriented Problem Solver: You take initiative, excel at anticipating challenges, and consistently find creative solutions for clients.
- Influential and Sales-Driven: You have a natural talent for building rapport, identifying needs, and closing opportunities while supporting customers effectively.
- Learner’s Mindset: You have a passion for growth, adaptability, and continuously expanding your knowledge to better serve our clients.
Our Company Values: Together we are ALL IN, through our shared values towards achieving world class greatness.
- Accountability & Integrity: We earn trust by being transparent, reliable and taking ownership for our actions and decisions.
- Learn & Grow: We view challenges optimistically as opportunities to learn and grow ‘failing forward’ from mistakes.
- Listen & Delight: We understand and exceed customer expectations, creating a world-class surprise and delight experience.
- Insist on Teamwork: We are driven by egoless collaboration and inclusion, putting “we before “me”.
- Never Settle: We relentlessly pursue excellence through hard work, perseverance, and bold innovation
Our Company's Personality
- Your Voice Matters
- You Make a Difference
- Accomplishing Goals
- High Transparency
- Executive Leadership Access
- No Micromanagement/Politics
Benefits and Perks:
- Health and Dental insurance
- Lots of PTO (We’re a result-driven company)
- Hybrid work schedule: In-office on Monday, Wednesday, and Friday; remote on Tuesday and Thursday
- Fast promotion path
- Complimentary daily breakfast, daily snacks and Thursday/Friday Happy Hours!
- Health club membership included!
- Brand new office space, downtown Ybor City, Tampa, FL.