Client Success Specialist

Job description

XGen Ai’s Client Success Specialist role is critical to the success of XGen Ai and will have a direct impact on the results our clients attain when implementing our AI-powered personalization services. You are passionate about engaging your clients, learning how XGen Ai’s SaaS solutions can make them successful with their eCommerce initiatives while securing their ongoing adoption of our solutions. You have fantastic relationship-building skills and want to work in an environment where culture and “doing it right” matter. You love the idea of being on the launch pad of a startup. Our customer base is rapidly expanding, and you/we have a tremendous opportunity to be an early part of a red-hot eCommerce solution powered by the latest in Artificial Intelligence. Please only apply if you have previous professional experience with eCommerce.

As a Client Success Specialist, your day-to-day would consist of:

• Own overall relationship with assigned clients, which include: increasing usage, ensuring retention and satisfaction, and attainment of XGen Ai’s SaaS renewal targets.

• Attain client retention rates of at least 90%. Responsible for maintaining and managing a successful book of client business (averaging a minimum of 25-40 accounts).

• Onboard and train clients and help them quickly become comfortable with the use of XGen Ai’s solutions. Work with our client’s eCommerce team to help them maximize the use of our platform on their websites, mobile presences, and other mediums.

• Establish a trusted/strategic advisor relationship with executive-level eCommerce managers of each assigned client while driving continued value resulting from XGen Ai’s products and services.

• Determine the timing and content of quarterly touchpoints along the client’s journey, to drive optimal deployment and adoption of XGen Ai solutions driving high customer satisfaction. Deliver remote workshops and training sessions to our clients’ teams. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals via XGen Ai personalization services.

• Detect early signals of at-risk renewals, design playbooks addressing them, and provide a path to escalation when required.

• Bring intelligent product feedback, recommendations, and bug prioritization to the engineering team.

• Serve as the client-facing XGen Ai product technical expert, a facilitator to client problem resolutions for XGen Ai services. Provides on-demand touchpoint to clients to ensure satisfaction and increase eCommerce C-Suite penetration.

• Develop, prepare, and nurture customers for advocacy measured by the willingness of Clients to provide testimonials/references/case studies.

• Identify and/or develop upsell opportunities in your client base.

Qualifications and Attributes:

• 2-years of relevant experience in Customer Success or equivalent history of working effectively with customers to drive satisfaction, adoption, and retention

• 1-year of experience working in eCommerce

• Familiarity with site analytics tools and typical eCommerce KPI attainments

• Strong interpersonal skills and ability to develop and manage relationships with cross-functional resources

• Excellent communication skills, verbal and written with a high level of professionalism.

• Detail-oriented self-starter with strong organizational and time management skills, with the ability to multitask.

• Familiarity with Salesforce.com or a similar CRM system is preferred

• High aptitude for learning new technologies

• Familiarity with SaaS is a plus

About XGen Ai

XGen Ai is an exciting, disruptive, artificial intelligence startup rapidly ramping its revenue growth. We are providing AI-powered personalization solutions to the eCommerce sector with numerous case studies proving the efficacy of our technology.

Job Type: Full-time

Pay: $45,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Employee stock purchase plan
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
The Clearwater office has implemented social distancing and sanitization procedures.

Education:

• High school or equivalent (Preferred)

Experience:

• E-commerce: 1 year (Required)
• Client Success: 2 years (Required)
• SaaS: 1 year (Preferred)

Work Location: One location