Client Success Associate

At SIGL:IO, we're seeking a Client Success Associate to join our team. In this role, you'll be responsible for ensuring our clients achieve their goals by providing exceptional support and guidance.

The ideal candidate will have a proven track record of building strong relationships with clients and a passion for delivering outstanding customer experiences. They will be comfortable communicating complex information in a clear and concise manner and have a strong understanding of our SaaS products and services.

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• Client Onboarding: Assist clients in setting up and navigating our programs or software.
  
• Relationship Building: Build strong relationships with our clients through regular communication and support.
  
• Product Promotion: Promote the value of our SaaS products and services to clients.
  
• SOP Implementation: Set up and implement Standard Operating Procedures (SOPs) for all client communications.
  
• Cross-Selling and Upselling: Identify opportunities to cross-sell and upsell our services and products to clients.
  
• Training and Education: Assist in creating training courses and educational materials for clients.
  
• Customer Communication: Manage customer communication channels (Slack, live chat, messaging platforms, etc.) to deliver world-class customer service.
  
• Churn Management: Manage churn and increase client retention by identifying and addressing client pain points.
  
• Onboarding Processes: Create onboarding processes using in-house tools and systems.
  
• Clinical Coaching: Educate, coach, and train clients to ensure they get maximum value from our products, services, and programs.
  
• Account Expansion: Drive account expansion with contextual offers, growing client lifetime value.
  
• Feedback Collection: Collect customer feedback and close feedback loops.
  
• Customer Success Journey Mapping: Map customer success journeys to spot and remove friction.
  
• Collaboration: Liaise with the sales team to understand customer needs and pain points and with the marketing team for better user insights.
  

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• Strong Communication and Listening Skills: Exceptional ability to communicate and foster positive business relationships.
  
• Presentation Skills: Presentable as this is a customer-facing role.
  
• Proven Experience: Proven work experience as a Customer Success Manager, Customer Coach, or similar role.
  
• Digital Marketing Experience: Experience working in digital marketing, media buying, coaching, and promoting value through customer experience.
  
• Technical Skills: Technical skills required, as the role involves the use of SaaS products and services.
  
• Accountability and Organization: Accountability and personal organization are essential.
  
• Empathy: Empathy.
  
• Data Savviness: Data-savviness.
  
• Relationship Building and Management: Relationship building and management.
  
• Problem-Solving: Problem-solving.
  
• Added Bonus: Facebook marketing experience for high-risk niches (casino, nutra, crypto, dating, etc.) is a plus.
  

This is a full-time or close to full-time position that requires a minimum of 30 hours per week. As a Client Success Associate, you'll have the opportunity to apply your personal touch to the position and work closely with other employees to ensure customer questions and concerns are addressed in a timely and professional manner.

This role is an excellent opportunity to learn from a fast-growing SaaS company building cutting-edge technology in the media buying industry focused on high-risk niches.