A.E. Perkins

Senior Client Success Specialist

A.E. Perkins

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $55,000 - $70,000 per year

Job Level

Senior

About the role

  • Manage onboarding and renewal processes for the most complex or high-value accounts, ensuring a seamless client experience. (Advanced)
  • Serve as an escalation point for the CSS team, providing expert guidance on resolving advanced client challenges. (Intermediate)
  • Mentor CSS team members, providing coaching on client interactions, proactive service strategies, and best practices for onboarding and renewal. (intermediate)
  • Conduct regular check-ins with team members to offer feedback, identify growth opportunities, and support skill development. (intermediate)
  • Facilitate knowledge-sharing sessions and training programs to enhance team capabilities. (intermediate)
  • Demonstrate exemplary white-glove service, anticipating and addressing client needs while setting a standard for the team. (intermediate)
  • Develop strategies to strengthen client relationships and improve retention rates across the CSS team. (intermediate)
  • Identify inefficiencies or gaps in workflows, lead process improvement initiatives, and collaborate with leadership to implement changes. (intermediate)
  • Act as a liaison between the CSS team and internal departments (Sales, Client Experience, Operations), ensuring alignment and seamless execution of client plans. (intermediate)
  • Assist in tracking team performance metrics related to onboarding, renewal, and client satisfaction. (intermediate)
  • Provide insights to leadership on team achievements, challenges, and opportunities for growth. (intermediate)

Requirements

  • Leadership and Mentorship: Proven ability to guide and inspire a team, fostering professional development and a collaborative environment. (intermediate)
  • Client Success Expertise: Advanced experience in client onboarding, renewal processes, and relationship management, particularly for high-value or complex accounts. (advanced)
  • Problem-Solving and Initiative: Strong ability to identify and resolve complex client issues while developing innovative solutions for team-wide challenges. (intermediate)
  • Communication and Interpersonal Skills: Exceptional verbal and written communication skills, with the ability to engage effectively with clients and team members. (advanced)
  • Organizational Skills: Mastery in managing multiple priorities and maintaining detailed, accurate records. (advanced)
  • Process Improvement Mindset: Experience in analyzing workflows, recommending changes, and implementing improvements that enhance client and team outcomes. (intermediate)
  • Technical Proficiency: Knowledge of client management tools, web-based platforms, and relevant systems, with the ability to train others. (advanced)
  • Compliance Awareness: In-depth understanding of regulatory requirements, particularly HIPAA, and the ability to mentor the team in adherence. (intermediate)
  • Education: Bachelor’s Degree from an accredited institution required.
  • Experience: Minimum of 5 years of experience in a client-facing role (Advanced).
  • Technical Skills: Intermediate to advanced skills in Microsoft Excel and other data management tools are preferred (Intermediate).
  • Travel Requirements: Ability to travel as needed, ideally once per year, to support client relationship initiatives and onboarding events (Beginner).
Benefits
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • 401(k) Matching
  • Flexible Spending Accounts
  • Health Savings Accounts
  • Disability & Life Insurance
  • Employee Assistance Program
  • LegalShield
  • ID Shield
  • Commuter Reimbursement Plan
  • Tuition Reimbursement
  • Bonus Pay – Our Client Experience team operates on a quarterly bonus structure with earning potential between 4% and 6% of base compensation quarterly.
  • Wellable membership
  • Telescope Health (telehealth) through Accresa
  • Intellect (mental health) application
  • Employee engagement activities, including voluntary events, raffles, book club, and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
client onboardingrenewal processesrelationship managementprocess improvementdata managementMicrosoft Excelclient management toolsweb-based platformsperformance metricsregulatory compliance
Soft skills
leadershipmentorshipproblem-solvinginitiativecommunication skillsinterpersonal skillsorganizational skillscollaborationcoachingfeedback
Certifications
Bachelor’s Degree