Client Success Specialist (US Based Client)

Customer Client Success is responsible for delivering proactive, high-quality support to the client. This role handles non-technical inbound requests, drives customer satisfaction survey participation, supports Account Managers, and ensures operational excellence for accounts not assigned to dedicated AMs.

• Inbound Client Requests: Manage requests forwarded from the dispatcher team that are not service-oriented, including billing and invoice issues, general problem resolution, and simple quote requests. Provide first-touch resolution or route to the appropriate team with clear documentation.

• NPS & CSAT Survey Follow-Up: Proactively reach out to clients post-project or service interaction to encourage survey completion and improve response rates. Log feedback and escalate detractor responses as needed. SLA Target:

• Data Hygiene & SBR Prep: Maintain accurate CRM records for accounts, contacts, and opportunities. Support Account Managers with SBR preparation, including compiling data, building decks, and scheduling meetings. SLA Target:

• Basic Orders & Quote Requests: Process basic orders and quote requests for small customers and Account Managers (e.g., workstations, peripherals). Ensure accuracy and timely follow-through on quotes, orders, and related communications. SLA Target:

• Microsoft Renewals & Pricing Communications: Manage renewal notifications and communicate pricing changes to clients, leveraging TDSYNNEX as the distributor. Track renewal timelines and escalate issues to Account Managers or Service Operations as needed.

• Small Customer Request Management: Serve as the primary point of contact for clients with <$1,500 MRR who are not assigned to Account Managers. Handle general requests and communications, ensuring these clients receive timely and professional service. Set up a proactive outbound cadence to connect (cadence TBD) with every client x times/year.

• Bachelor’s degree preferred but not required based on relevant experience
• 4-5 years of experience in Account Management, Customer Success, Client Services roles
• Experience handling customer communications, renewals, billing inquiries, and order processing preferred
• MSP, IT services, SaaS, or technology industry

• CRM platforms (HubSpot, ConnectWise, LMX or similar)
• Microsoft Office Suite / Google Workspace
• Ticketing and service management systems
• Quoting processing systems preferred ( CW CPQ, QuoteWerks, TD Synnex, Ingram or similar)
• Communication platforms (Microsoft Teams, Zoom, Slack)

• Excellent verbal and written communication skills
• Strong customer service orientation
• Attention to detail and organizational skills
• Ability to multitask in a fast-paced environment
• Problem-solving and critical thinking
• Professionalism and accountability
• Relationship-building and client engagement skills
• Adaptability and willingness to learn
• Strong follow-through and sense of urgency
• Team collaboration

• Client request management and issue resolution
• Billing and invoice support coordination
• Quote creation and order processing
• CRM data management and account maintenance
• Renewal tracking and pricing communication
• Customer satisfaction (NPS/CSAT) follow-up management
• Reporting, documentation, and record accuracy
• SLA management and task prioritization
• Cross-functional coordination with Sales, Operations, and Service teams
• Scheduling and administrative support for client meetings.

We grow together. We value your effort. We aim to empower you.