What are the responsibilities and job description for the Client Success Specialist position at MH International?
Job Summary
Who is Marriage Helper:
Our mission is to support, save, and strengthen marriages to last a lifetime. We do this through online memberships, coaching, and online and in-person workshops for couples.
Who we are looking for:
A motivated self-starter with a proven ability to thrive in ambiguous environments. You should demonstrate exceptional initiative, adaptability, and problem-solving skills, consistently delivering high-quality results with minimal direct supervision. You will need to be driven by challenges, and you excel in independently navigating complex situations.
The expectations of the role:
A guiding hand and a calming presence. You’ll act as the primary point of contact for workshop registrants (VIP Clients), addressing their inquiries, providing support, and guiding them through their journey. You’ll work in close communication with the Workshop Coordinator, who tracks client movement if they change the workshop format or dates.
What you’ll do:
Onboarding
Client Relationship Management
Proactive Support
Issue Resolution
Product Knowledge
Renewals and Upselling
Workshop Assistance
Other duties as needed
KPIs:
- Onboarding completion time
- Clients are onboarded within 24 hrs of making their investment
- Time to first email response
- >8 hrs not meeting expectations
- 6-8 hrs meeting expectations
- < 6 hrs exceeding expectations
- Client satisfaction score (CSAT)
- <70% not meeting expectations
- 70% meeting expectations
- >80% exceeding expectations
Duties
- Develop and maintain strong relationships with clients to ensure their success and satisfaction with our products.
- Analyze customer feedback and usage data to identify opportunities for improvement and growth.
- Collaborate with sales teams to understand client needs and provide tailored solutions.
- Manage customer accounts, ensuring all inquiries are addressed promptly and effectively.
- Utilize Hubspot and other Customer Relationship Management (CRM) tools to track customer interactions and progress.
- Conduct regular check-ins with clients to assess their satisfaction and gather feedback on our services.
- Assist in onboarding new customers, providing training on product features and best practices.
- Work closely with project management teams to ensure successful implementation of solutions for clients.
Requirements
- 3 years of proven experience in a customer-facing role in a high-ticket industry with B2C experience
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication skills, both verbal and written, with a focus on relationship building.
- Familiarity with Customer Relationship Management (CRM) software, particularly Hubspot.
- Experience in account management or project management is a plus.
- Ability to work independently as well as collaboratively within a team environment.
- A proactive approach to problem-solving with a strong attention to detail.
- A passion for helping customers succeed and a commitment to delivering exceptional service.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- What are 3 things that you value in life?
Ability to Relocate:
- Spring Hill, TN 37174: Relocate before starting work (Required)
Work Location: In person
Salary : $50,000