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Client Relationship Coordinator

Client Experience | San Diego, CA | Full Time

Job Description




Job description for position: Client Relationship Specialist/Coordinator

Reports to: Director of Client Success


Here at Web Shop Manager (WSM) building strong, personal relationships with our clients is a key component of our business strategy. Through proactive engagement you will maintain a successful, lifetime partnership with clients, helping to know how to grow their business with WSM tools, products and with our partners.


Position Expectation:

  • Provide outstanding phone, email, and chat-based technical support to our clients in a timely manner.

  • Comfortable reaching out to clients at several “touch points” during or ticket resolution process.

  • Research and understand our client’s industry and business in order to provide best practices, advice, and guidance to help them grow and achieve their goal.

  • Create lifelong loyalty among our client base by continuously improving your time to resolution and relationships with the clients you interact with.

  • Be an advocate for Web Shop Manager and our products. Suggest WSM features to clients where they will benefit their growth.

  • Create well defined internal tickets when needed to accomplish a resolution with the client and to improve our products functionality.

  • Work with our team of technical professionals and client success team to triage tickets to the appropriate department and team member.

  • Report on metrics each week to the Director of Client Success.

  • As needed, participate in on-site or trade show meetings with clients.

  • Participate in the on-call rotation.


What You Bring:

  • Outstanding written and oral communication skills

  • Minimum 12 months in a client service industry

  • Demonstrated experience handling client concerns and issues with tact and diplomacy

  • Ability to work independently and effectively as part of a team, while handling multiple tasks and responsibilities simultaneously

  • Ability to manage multiple client situations, needs and inquiries simultaneously

  • Need be able to build and maintain good cross functional working relationships

 

What We Offer:

  • Competitive Pay and Benefits Package

  • PTO and a Generous Holiday Schedule

  • Health Insurance and 401K

  • Professional Growth Opportunities

  • Casual and Fun Work Environment