Client Success Specialist

Position Purpose

The role of the Client Success Specialist is to book and host Reference Member (Team Seat) onboarding calls, provide a range of call-based client support, and build relationships with the goal of increasing Reference Member health and engagement.

Duties & Responsibilities

• Book and host onboarding calls where you will be accountable for: ensuring Members can log in and download Info-Tech research; educating Reference Members on our value proposition; and providing Member Q&A support.
• Own all conversations with Reference Members. Ensure Members are engaged and leveraging their
  membership by delivering high quality calls to help drive renewal rate and future sales.
• Manage and respond to inbound requests from Reference Members.
• Assist in the preparation of key Member interactions by collecting and consolidating background information on individuals and organizations as well as their relationship with Info-Tech.
• Work cross-functionally with Sales to ensure the CRM contains accurate account details and contact information.
• Actively identify potential upsell and cross-sell opportunities and transition to the associated Sales Executive.
• Actively seek to increase product knowledge.
• Manage the engagement & health of Reference Members and member life-cycle tasks, including scheduling & leading onboarding calls and executing lifecycle programs.

Education & Experience

• Bachelor’s degree, preferred.
• 1+ years relevant professional experience in SaaS-based customer onboarding and success management.
• Experience working in the IT Research and Advisory market, preferred.

Skills

• Internal and external communication: able to deliver the Info-Tech value proposition to Members in a clear, concise manner.
• Planning & Organization: Set daily schedules, plan and prioritize tasks and territory outreach efforts, schedule calls and appropriate follow-ups.
• Goal setting: Sets own goals around conversations that demonstrates a commitment to professional development; takes ownership of own performance; manage goal attainment; able to set reasonable goals; monitor progress and communicate/ask for help when off-pace for goal attainment.
• Active listening: Able to identify client needs; asks great questions & listen

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.