Client Success Specialist

Job Description

Job Description

Description:

LOCATION: Full Remote - FL, IL, KS, MI, OH, PA, TX, UT, WI only

POSITION SUMMARY

The Client Success Specialist (CSS) is an expert in the software application(s) offered through Navari. The CSS is responsible for ensuring the satisfaction and success of clients by managing processes and client interactions related to onboarding, implementation, and ongoing support. This role requires a strong focus on client relationship management.

DUTIES & RESPONSIBILITIES

• Client Support: Field inbound support tickets submitted in Helpdesk system. Triage and coordination of remediation with technical resources.
• Client Relationship Management: Build and maintain strong relationships with clients, acting as the primary point of contact for any questions, issues, or requests.
• Product Knowledge: Develop a deep understanding of the design, development, and hosting services to effectively communicate related value and benefits to clients.
• Product Testing: Perform testing of potential defects within the application(s) and document and communicate those to the Product Development team.
• Training and Education: Provide training and educational resources to clients as needed to meet their needs.
• Issue Resolution: Address client concerns and issues promptly, coordinating with technical support and development teams to find solutions.
• Feedback Collection: Gather client feedback and insights and communicate this information to the product development and sales teams for awareness and product improvement.
• Renewal and Upselling: Identify opportunities for upselling or cross-selling additional services or features to existing customers and work with the sales team to drive revenue growth.
• Other duties as assigned.

SKILLS & ABILITIES

• Strong interpersonal and communication skills.
• Effective problem-solving skills to address client issues and find suitable solutions.
• Strong project management skills, including the ability to execute, and oversee multiple support cases simultaneously.
• The ability to collaborate with cross-functional teams, including sales, technical support, and product development, to ensure a coordinated approach to customer success.
• Proficiency in methods to measure client support and success and identify areas for improvement.
• Excellent written and verbal communication skills to convey complex information clearly and concisely.
• Knowledgeable in the following areas:

o Technical Support Triage Quality Assurance CMS platforms (e.g., WordPress)

o Domains and DNS SSL/TLS certificates

o Hosting environments, uptime and SLAs, and backups and migration 

QUALIFICATIONS

• High school diploma or equivalent required. Two year college degree or specialized training in business, human resources, IT or related field preferred.
• Proven experience in customer success or account management roles, typically with 3-5 years of relevant experience.

TRAVEL

Position may require light travel as needed to support clients and/or attend company events.

SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.

Total Rewards: We offer a comprehensive and competitive benefits package designed to support your well-being and work-life balance:

• Health Coverage: Medical, dental, and vision insurance; short- and long-term disability; life insurance; HSA and FSA options. You don’t need health insurance? No problem! An opt-out credit will be provided to you for waiving coverage.
• Retirement Savings: 401(k) plan with 5% company contribution
• Paid Time Off: Vacation, volunteer time, parental leave, and holidays—including floating holidays for days that matter most to you
• Compensation Rewards: Discretionary year-end bonuses and annual merit increases based on performance. In alignment with pay transparency laws and our compensation philosophy. This role has a pay range of $48,110 up to $60,000 annually. Actual pay will depend on experience, qualifications, and budget considerations.
• Work-Life Balance: Flexible remote and hybrid work options
• Professional Growth: Ongoing learning and development opportunities
• Wellness & Lifestyle: Wellness programs, pet insurance, and team member discounts
• Community & Connection: Opportunities to engage, connect, and make an impact
• The Company Itself: Navari offers leading products and services in the areas of Martech, HR Performance and Financial Empowerment. Our company’s dedication to excellence is reflected through superior service to our longstanding clients and our trusted, renowned partners.

The above information has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. We are an equal opportunity employer committed to diversity in the workplace. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status. We welcome and encourage applications from all qualified individuals.

Requirements: