What are the responsibilities and job description for the Customer Success Representative position at ProScore?
Job Overview
The Customer Success Representative is responsible for engaging with clients to ensure they optimize their use of the company's suite of AI-powered products, driving ongoing success and compliance. This role involves supporting the VP of Customer Success in the development of a comprehensive Learning Management System (LMS) with interactive recorded training, facilitating client onboarding, and providing ongoing support through both virtual and in-person interactions. Additionally, the Customer Success Representative will manage custom client projects, ensuring they are completed efficiently and successfully.
Key Responsibilities
Customer Expertise
Become a subject matter expert in AI-powered compliance solutions, understanding all capabilities and potential customizations.
Maintain in-depth knowledge of industry-specific terminology and best practices to effectively communicate with clients.
Develop a strong understanding of compliance matters relevant to industry, especially related to the IRA and other regulatory frameworks.
Serve as a trusted advisor between clients and the product team, documenting client feedback, product improvements, and pain points.
Client Engagement
Engage with clients and their employees at all levels, from onsite personnel to C-suite executives, to build strong relationships.
Conduct virtual and in-person training sessions and system reviews for clients.
Collaborate closely with Product, Sales, and Support teams to meet client needs.
Manage client projects, ensuring successful completion and seamless implementation of AI-powered compliance tools.
Client Optimization
Help clients identify and develop internal Subject Matter Experts (SMEs) or champions to foster deeper product understanding and engagement.
Maintain continuous, engaging communication with clients, providing timely guidance and assistance on how to leverage AI-powered tools.
Assist the VP of Customer Success in identifying and improving departmental efficiencies through better tools and processes.
Additional Responsibilities
Oversee day-to-day administrative duties, including managing timesheets, invoice preparation, billing accuracy, and resolving billing issues.
Prepare various reports, such as headcount or performance data, by pulling data from internal systems.
Assist with supplier enrollment in collaboration with the client's supply chain group and conduct new supplier orientations.
Act as the main point of contact for client communications, troubleshooting, and issue resolution, including managing functional email boxes.
Communicate regularly with project owners and Graduate Assistants (GAs) to ensure smooth operations.
Qualifications and Competencies
Customer-Facing Experience : Proven experience in customer success or similar roles, with strong client relationship-building skills.
Self-Starter : Forward-thinking, proactive, and a problem solver.
Effective Communication : Excellent verbal and written communication skills, comfortable with public speaking and conducting training sessions.
Multitasking : Ability to stay organized and manage multiple projects and clients simultaneously.
Industry Knowledge : Prior experience in SaaS, RegTech, or FinTech industries is preferred.
Bachelor’s Degree : Preferred, but not required.
Technical Proficiency : Familiarity with office software and browser configurations, with the ability to troubleshoot common client issues.
Strong Interpersonal Skills : Ability to hold technical conversations with clients at all levels, from on-site personnel to senior executives.
Public Speaking : Experience in conducting virtual and in-person presentations or training is a plus.
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