Client Success Representative

Original job posting

Manage client relationships throughout the program journey, including onboarding, regular check-ins, issue resolution, and proactive retention efforts. Maintain accurate CRM records, collaborate with fulfillment and internal teams, communicate client feedback, and protect confidential information.

Job details

Back to Careers Client Success Representative Full-Time Role Responsibilities Serve as the primary point of contact for assigned clients throughout their program journey. Guide new clients through onboarding to ensure a smooth and confident start. Conduct regular check-ins with clients to track progress, address concerns, and ensure engagement. Document all client interactions, notes, and updates in the CRM by the end of each day. Proactively identify at-risk clients and take action to improve retention and satisfaction. Collaborate with the fulfillment team to ensure clients receive maximum value from the program. Gather and relay client feedback to internal teams to support continuous product improvement. Maintain high-quality standards for all written and verbal communication, both internal and external. Be available most days from 9 am to 5 pm local time to take client calls and respond to inquiries. Stay well-versed in all program offerings through continued education and training. Oversee and/or complete all assigned tasks per their required frequency. Maintain strict confidentiality of all information relating to processes, systems, pricing, sales, and customer information. Do not disclose proprietary information, including but not limited to systems, methods, documents, assets, and/or customer information. Align with the company's core values for both internal and external meetings. Share call recordings and openly receive feedback to support continuous improvement. Performance Expectations All client records are accurately updated in the CRM with detailed notes documented by the end of each day. Consistently maintain a high client retention rate through proactive engagement and follow-up. Update the client success KPI tracker Monday through Friday by 7 pm EST. Maintain effective communication within the team, ensuring all necessary information is promptly shared. Stay current on the latest product offerings through continued education and training with the fulfillment team. Adhere to all internal communication cycles. With this being a remote position, you are responsible for ensuring reliable phone service and internet connection to establish strong connections with clients via phone or video call. Ready to Apply? If this role sounds like a fit, we'd love to hear from you. Full Name Email Phone Number City State How did you hear about this opportunity? I have emailed my resume to info@commercialroofer.com

What you’ll do

Manage client relationships throughout the program journey, including onboarding, regular check-ins, issue resolution, and proactive retention efforts. Maintain accurate CRM records, collaborate with fulfillment and internal teams, communicate client feedback, and protect confidential information.

Requirements

The role requires reliable phone and internet service, availability most days from 9 a.m. to 5 p.m. local time, and strong written and verbal communication. The representative must keep client records and KPI trackers current, learn program offerings, follow internal communication cycles, and maintain confidentiality; no specific education or prior experience is stated.

Listed skills

• Client Relationship Management · Preferred
• Client Onboarding · Preferred
• Customer support · Preferred
• Communication · Preferred
• Cross-Functional Collaboration · Preferred
• Time management · Preferred
• Product Knowledge · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client Relationship Management
• Client Onboarding
• Client Retention
• Client Engagement
• Customer Support
• Communication
• CRM Documentation
• Risk Identification
• Problem Resolution
• Feedback Collection
• Cross-Functional Collaboration
• Confidentiality
• Time Management
• Product Knowledge
• Remote Communication

Job areas

• Customer Service & Support
• Management & Leadership