Client Success Specialist

Job Title: Client Success Specialist (Onsite - Tempe, AZ)Location: Tempe, ArizonaEmployment Type: Full-TimeAbout Wise PelicanWise Pelican is an innovative leader in real estate marketing solutions, empowering real estate professionals and small business owners with cutting-edge tools and services. As a growing company with a global workforce, we foster a dynamic, inclusive work environment that promotes growth, innovation, and collaboration. Position OverviewAs a Client Success Specialist, you will be our client's primary point of contact, responsible for managing relationships, understanding client needs, and ensuring they derive maximum value from our products and services. You will be one of our front-line support specialists, answering phones, responding to emails, and conducting onboarding calls with our new subscribers. You will work closely with various internal teams to resolve issues, deliver solutions, and drive overall client success, providing them with a great support experience. Key ResponsibilitiesCustomer Support: Provide an excellent customer support experience for our customers. You will be responsible for root causing, resolving inbound support calls, and responding to customer emails and support inquiries.Client Relationship Management: Build and maintain strong, long-term relationships with Subscription clients, acting as their trusted advisor. Understand their business objectives and ensure that our solutions align with their needs. Proactively handle their account to ensure client satisfaction. Onboarding & Training: Lead onboarding sessions for new Subscription clients, providing comprehensive training on our products and services to ensure a smooth transition and a positive first experience. Assist the client with selecting their lead list and creating their postcards as requested.Issue Resolution: Respond to client inquiries and issues, providing timely, accurate, and efficient solutions. Escalate complex issues to the appropriate internal teams when necessary.Client Retention & Growth: Identify opportunities for upselling or cross-selling additional services or products to existing clients. Proactively manage client renewals and ensure high levels of satisfaction.Collaboration: Work closely with sales, support, and product teams to ensure client needs are met, feedback is communicated, and product enhancements are aligned with client expectations.Documentation & Reporting: Maintain accurate and up-to-date client records, including contact information, interaction history, and feedback.Required Qualifications2+ years of customer support experience, customer success, or account management experience.Experience working in a fast-paced, growing company.Excellent communication and interpersonal skills, with a proven ability to build and nurture client relationships and provide a great customer experience.Strong problem-solving skills and a proactive approach to addressing client needs and challenges.Ability to work independently and as part of a collaborative team.Comfortable managing multiple accounts and campaigns simultaneously, with attention to detail and great organizational skills.Proficient in using CRM and support tools, with an ability to learn new tools and workflows quickly.Preferred QualificationsExperience with HubSpotGoogle Suite, slack, and Aircall. Customer Support experience and ability to manage clients' requests in an effective manner. Marketing and/or real estate experience are a plus.

Created: 2025-01-29