Client Success Associate
Extreme Reach, United States
Job Description
The Client Success Associate reports to the Client Success Manager, and is the primary point of contact in the client onboarding process from inception to completion across all internal and external systems
The CS Associate is the first and main point of contact for strategic/prestige clients; responsibilities begin with account onboarding and training, gathering necessary information for system and ensuring business rules are being followed by other ERPP support teams (including Labor, Payroll, and Support), streamlining workflows to ensure optimal performance and maintain client satisfaction with optimal NPS score.
Job Responsibilities:
- Proactively maintain a high level knowledge of all supported services/projects for new clients
- Guide the client through the onboarding process across all internal and client-facing systems including accounting, digital start and timecards and payroll
- First and main point of contact for onboarding clients including collaboration with all internal departments to ensure a successful onboarding process
- Develop and maintain relationships with strategic (prestige) clients to eliminate setup issues and delays
- Maintain/track and report to leadership team on setup progress of all new client setups
- Collaborate with Payroll team to ensure first several weeks of payroll are processed accurately
- Cultivate close client relationships with World Class Customer Service techniques including scheduled check-ins via phone, email and on-site trips
- Drive client retention and growth by understanding client business needs and helping them to high levels of success using ERPS services
- Communicate project requests and escalate any issues that may arise
- Help to enforce brand support business rules to maintain client data integrity
- Represent the voice of the client to provide input into core products, marketing and sales processes
- Gauge client engagement and provide feedback to appropriate teams regarding product and service improvements that may enhance the client experience
- Collaborate closely with sales to support pilot clients, contracts and cross selling opportunities
- Participate in special projects or other duties as assigned by manager
*ADA Essential Functions
*Pursuant to California's Pay Transparency Law the pay range for this position is $61,000-$77,500; base pay offered may vary depending on job-related knowledge, skills, and experience.
Requirements
- High School Diploma required plus at least 1-2 years of experience
- Knowledge of industry accounting systems is preferred
- Ability to provide World Class Customer Service, helping them with things before they know they need it
- Ability to communicate across all departments and levels, providing difficult to deliver feedback where needed in a delicate way