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Client Success - Onsite (Tampa, FL)
Client Success - Onsite (Tampa, FL)Compliance Scorecard • Tampa, FL, US
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Client Success - Onsite (Tampa, FL)

Client Success - Onsite (Tampa, FL)

Compliance Scorecard • Tampa, FL, US
Hace 1 día
Tipo de contrato
  • A tiempo completo
Descripción del trabajo

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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