Client Success Specialist - Scalable OS - ref. v61524323

SUMMARY

The ideal candidate thrives in a fast-paced environment and is passionate about helping create raving fans out of our clients.

The Client Success Associate is a highly organized, self-starting professional with strong communication skills, the ability to prioritize tasks effectively, and a proactive approach to seeking clarity and collaborating within a remote or distributed team environment.

• Provide general administrative support to ensure the smooth execution of daily operations for the Client Success team, including managing communications, tracking tasks, and handling logistical needs.
• Coordinate the scheduling and monitor the completion of Strategic Reviews, ensuring the team stays on track with preparation and clients are confirmed to attend.
• Assist with follow up on action items resulting from client meetings to ensure timely completion.
• Assist with escalations by coordinating with internal teams and Client Success team members, to resolve issues quickly, while maintaining clear, proactive communication throughout the process.
• Prepare monthly reports for clients, review to identify trends, anomalies, or areas needing attention, and send reports to clients.
• Create simple quotes for computers, printers, UPS’s, etc for the Client Success team in response to client requests
• Track warranty and service contract expirations. Collaborate with team members to validate renewals are needed and proactively send renewal quotes to clients
• Contribute to knowledgebase article creation and documentation updates
• Conduct research and compile background information to support informed decision-making during client-impacting events, helping the team respond effectively and professionally.
• Stay informed on our technology solutions and service offerings to better support the Client Success team
• Fill in as needed to support team members.
• Perform other duties as assigned

• 2+ years in a client-facing support, administrative, or operations role (experience in MSP environments strongly preferred)
• Strong organizational and time management skills with the ability to manage multiple priorities and follow through on tasks with minimal supervision
• Excellent verbal and written communication skills with the ability to professionally interact with clients and other team members
• Proficiency in calendar and scheduling tools, such as Outlook, and scheduling platforms like Calendly or MS Teams.
• Detail-oriented with a strong sense of ownership and follow-through
• Comfortable creating simple quotes and understanding basic service agreements or technology offerings
• Prior exposure to account management, customer success, or project coordination is a plus
• Familiarity with client documentation, knowledge base systems, and quoting platforms preferred
• Tech savvy, team-oriented and adaptable, willing to step in and help where needed.

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.