Client Success Representative

Customer Support Representative

Provides customer support to the end users for assigned accounts, and admin support for Account Executives and primary business contacts. Assists the sales executives with orders, renewals, and general customer interactions. Performs all normal duties necessary to assist customers with product or website access questions and issues.

Essential Duties And Responsibilities include the following. Other duties may be assigned:

1. Assist clients with technical issues, including log-in/access to website and browser troubleshooting.
2. Assists sales executives with orders, renewals, and other general customer interactions to maintain assigned territory client accounts.
3. Monitors the customer service queue and responds to all customer inquiries. Provides direct customer phone support for issues relating to subscriptions, billing, product information, fulfill orders, and other related account management activities.
4. Calls existing customers to determine satisfaction levels, training needs, and to answer questions.
5. Manages subscriptions and users in NetSuite CRM by recording and maintaining accurate customer information in the database.
6. Maintains up-to-date awareness of Tax Analysts' products and industry trends.
7. Elicits and gathers client feedback in products and conveys information to sales executives. Actively seeks out and passes sales leads to the appropriate sales executive.
8. Develops a consultative approach and adds value to customers and prospects through knowledge and expertise.
9. Works with current clients with assigned territory reps to ensure a high-level of customer satisfaction; keeps customers informed about available services, prices, and new products. Passes along upsell opportunities to appropriate sales executive.
10. Maintain existing IP Master accounts and update information, convert IP ranges (when necessary) create new IP Master accounts.
11. Develop knowledge of user data to strategically support usage growth within the client base.

Knowledge & Skills:

• Ability to troubleshoot a wide variety of level 1 technical support requests
• Understanding of how subscription-based websites work; ability to identify registration and log-in issues
• Ability to interact naturally and comfortably with high-level executives
• Tenacity and resourcefulness in resolving client issues
• Detail oriented with excellent follow-up skills
• Excellent written and oral communication skills
• Excellent interpersonal skills, including the ability to establish and maintain rapport
• Superior customer-focused attitude
• Strong analysis and judgment skills
• Works well in a team environment