We are a fast-growing technology startup specializing in compliance solutions, and we are seeking a Client Success to join our team. The ideal candidate will have a strong background in compliance, governance, and risk management, combined with a proven track record of managing client relationships and driving customer success. As a self-starter with excellent communication skills, you will play a critical role in ensuring our clients achieve their compliance goals while fostering long-term relationships.
Key Responsibilities
- Client Relationship Management : Build and maintain strong relationships with clients, acting as their primary point of contact and trusted advisor for compliance solutions.
- Onboarding and Training : Oversee the onboarding process for new clients, ensuring they are effectively trained and able to utilize our solutions to their full potential.
- Customer Support : Provide ongoing support and guidance to clients, addressing any issues or concerns promptly and effectively.
- Strategy and Planning : Work with clients to develop and implement compliance strategies and roadmaps tailored to their specific needs.
- Performance Monitoring : Regularly assess client satisfaction and solution effectiveness, proactively identifying opportunities for improvement and expansion.
- Product Feedback : Collaborate with internal teams to provide client feedback, contributing to product development and enhancements.
- Reporting : Prepare and deliver regular performance reports to clients, highlighting successes and areas for improvement.
Key Qualifications
Experience : Proven experience in compliance, governance, and risk management, ideally within a technology or consulting environment.Client Management : Demonstrated ability to manage client relationships and drive customer success, preferably in a startup or fast-paced environment.Technical Proficiency : Strong understanding of compliance technologies and tools, including familiarity with Microsoft Security technologies and SOC Technology Stack.Problem Solving : Creative problem solver with a proactive approach to identifying and addressing client needs and risks.Communication Skills : Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.Self-Starter : Highly motivated and able to work independently, managing multiple clients and projects simultaneously.Travel : Willingness to travel to tradeshows and in-person events as required.Key Performance Indicators (KPIS)
Monthly Phone Contacts : Number of clients contacted by phone each month.Quarterly Account Reviews : Completion rate of quarterly account reviews with clients.Bi-weekly Check-in Participation : Percentage of clients participating in bi-weekly check-in calls.Onboarding Completion Rate : Percentage of new clients who complete the onboarding process within 10 days.Onboarding Session Attendance : Number of onboarding sessions conducted per new client.Customer Support Efficiency :
Support Ticket Resolution Time : Average time taken to resolve client support tickets.First Response Time : Average time to first response for client inquiries and support requests.Support Request Types : Breakdown of support requests by category (technical, platform-related, compliance-related, general inquiries).Client Satisfaction and Retention :
Net Promoter Score (NPS) : Measurement of client loyalty and satisfaction.Customer Satisfaction Score (CSAT) : Average satisfaction rating from clients.Client Retention Rate : Percentage of clients retained over a specific period.Client Engagement and Usage :
Active Client Percentage : Percentage of clients actively using the platform on a regular basis.Feature Utilization Rate : Usage rate of key platform features by clients.Training Session Attendance : Number of clients attending ongoing training sessions and webinars.Performance Monitoring and Reporting :
Performance Report Timeliness : Percentage of performance reports delivered to clients on schedule.Feedback Loop Effectiveness : Frequency and quality of feedback provided to internal teams, and implementation rate of suggested improvements.Product Feedback and Improvement :
Feedback Collection Rate : Number of client feedback instances collected per week.Monthly Feedback Summaries : Completion rate of monthly feedback summaries and their impact on product development.Sales and Expansion :
Upsell / Cross-sell Rate : Percentage of existing clients who purchase additional services or upgrades.Revenue Growth from Existing Clients : Increase in revenue generated from existing client base.Client Account Growth : Number of clients expanding their usage or increasing their service levels.Benefits
Career Growth : Opportunities for professional development and career advancement in a dynamic startup environment.Health Coverage : Employer-provided health insurance.Financial Benefits : Competitive salary and bonus opportunities.Work-Life Balance : Remote, unlimited time off after 90 days, and a supportive team culture.How to Apply
If you are passionate about compliance and dedicated to helping clients succeed, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role. Also include specific Client Success Stories that include a brief section or link to client success stories to illustrate the impact of the role.
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