Regroup Mass Notification®

Client Services Representative

• Develop and refine operational processes to enhance the efficiency, consistency, and scalability of the Client Services teams
• Optimize the use of HubSpot to support the full customer lifecycle, including onboarding, training, support ticketing, and account management.
• Configure properties, pipelines, workflows, and reporting to align with evolving operational needs.
• Identify, document, and implement improvements in customer success workflows, playbooks, and lifecycle management strategies to increase engagement, retention, and customer health outcomes.
• Partner with team leads and QA Specialist to improve documentation, internal knowledge bases, and coaching materials.
• Design, build, and maintain automated dashboards and reporting frameworks that provide real-time visibility into key customer success metrics, including adoption trends, renewal forecasts, NPS/CSAT results, and account health.
• Analyze customer and operational data to generate insights that inform proactive customer engagement strategies.
• Translate findings into recommendations for the Client Services team to improve retention, increase product value realization, and mitigate churn risk.
• Configure and manage automation tools (e.g., HubSpot workflows, email sequences, renewal triggers, health score systems) to streamline customer communications, ensure timely renewal outreach, and escalate at-risk accounts effectively and consistently.

Client Services Operations Specialist

Operations

• Lead the creation of SOPs for new sales processing (customer signature → invoice paid)
• Renewal lifecycle management (starting 6 months prior to renewal → closure or continuation)
• Map responsibilities and handoffs across Sales, Customer Success, Finance, and RevOps
• Define property ownership within HubSpot and establish SLA timelines
• Consolidate documentation in a centralized repository
• Build and execute QA processes to audit SOP adherence
• Ensure alignment with revenue recognition, AR best practices, and internal policies
• Review new SA’s before signature; collaborate on late payment procedures, invalid cancellations, and recovery strategies
• Support the design and monitoring of the full revenue assurance process

Sales Operations and Revenue Assurance Specialist

QA Engineer

• Monitor and evaluate customer interactions (tickets, chats, emails, calls, onboarding, and training sessions) for tone, accuracy, efficiency, and brand consistency.
• Track and analyze key QA metrics, including First Contact Resolution, SLA adherence, engagement, retention signals, and value communication.
• Deliver performance reports to leadership and team leads with actionable insights.
• Provide feedback and coaching to Support and Customer Success team members, collaborating on targeted development plans.
• Review and improve internal SOPs, escalation processes, and compliance with security standards (e.g., SOC 2).
• Identify learning gaps and partner with L&D to enhance knowledge bases, training, and onboarding materials.
• Capture and escalate customer pain points, product bugs, and feature requests to relevant stakeholders.
• Manage QA tools, evaluation workflows, and scoring systems to improve accuracy and efficiency.
• Promote consistent voice, tone, and approach across all customer-facing teams.
• Foster a culture of continuous improvement focused on customer experience and trust.

Client Services Operations Specialist

Sales Operations and Revenue Assurance Specialist

Client Service QA