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CAREERS

Client Services

Client Success Associate

 

Join us in helping the world’s most admired brands innovate and deliver great customer experiences

 

WHY WORK HERE?

“The chance to work with an amazing team, partnered with the world’s most admired brands.”
At Message Broadcast, we have created a world-class platform that delivers messaging at scale for Fortune 100 companies in the Energy, Finance, Healthcare and Telecommunications Industries. Our messaging platform manages enterprise communications, delivering positive results by automating interactions with sophisticated personalization based on time, place, preference, profile and response data. All solutions are designed to dramatically increase customer engagement through self-service, acquisition, retention, and conversion across all channels, including TXT/SMS, MMS, RCS, voice, PUSH, email, and social media. Our highly scaled Platform as a Service (PaaS) delivers reduction to call center calls, proactive effective customer communications, improved J.D. Power CSAT scores, customer channel preference, real-time monitoring & reporting, scalable & deliverable notifications and TCPA mitigation.

 

OUR CULTURE

With solid leadership, a clear growth path and a wealth of expertise, we foster a collaborative environment and welcome those who want to work with like-minded talent with a modern technology stack. We embrace positive change, open communication and the long-term tenure of our team is a testament to our commitment to the growth of our employees, the success of Message Broadcast and our valued clients.

We are currently seeking a Client Success Associate in our Newport Beach, CA operational headquarters. You will have experience managing enterprise-level clients at a tech company. You must also be highly organized with excellent client communication skills and a project management background from a technical perspective. You must also be able to work well as an individual and in a team-based environment and have a consistent work ethic with a desire to be a part of a fast-paced environment. You will be responsible for strategic service management of key accounts. You must clearly articulate, inspire and deliver on the Message Broadcast value propositions. As a trusted advisor and coach, you are the post-sales success leader for assigned accounts and provide customers with a deliverable success blueprint. This role is an individual contributor with proven skills to build relationships, manage large programs, provide continuity of leadership, develop communication plans, ensure high levels of client engagement, drive continual improvement and ensure the success of Message Broadcast customers.

 You will be a critical member of our Client Success team working to solve real client pain points in customer engagement. This isn’t a position where you’re relegated to one small segment of the company’s solutions. You will be instrumental and have the ability to orchestrate the design, development, deployment and management of mass-scale Omni channel customer communication solutions.

You will play a key role in the development, execution, and on-going management of automated communication solutions for our clients. This is a proactive position, applying a consultative approach to our client’s needs. Through personalized interaction, you will focus on understanding our client’s business needs, nurturing the client relationship, providing consultative program strategies for effective communication solutions, and expanding the relationship. Additionally, the CSA acts as the primary liaison between each client and other Message Broadcast departments.

 

DAY TO DAY RESPONSIBILITIES (INCLUDING BUT NOT LIMITED TO)

  • Working directly with clients to analyze their communication requirements and determining effective solutions

  • Organizing and implementing highly detailed logistical and operational tasks centered around coordination of client programs

  • Developing functional specifications documenting the client needs, from proposal to implementation

  • Handling projects within the scope

  • Managing and expanding existing client relationships through daily phone and email interactions

  • Acting on the clients’ behalf when meeting with internal departments; IT, sales, and executive management

  • Ensuring timely program development

  • Building outstanding customer relationships for each assigned account

  • Provide post-program reporting for clients and internal use

  • Utilizing proprietary software

  • Maintaining and organizing internal records

  • Develop written and graphic material for clients and internal use

  • A flexible schedule to work after-hours support when needed

  • Maintaining best of industry trends, changing rules, regulations, policies, and procedures about Message Broadcast’s products and services

  • Working directly with our clients to analyze their communication and software requirements and determine effective solutions

  • Managing and performing highly detailed logistical and operational tasks focused on the coordination of client programs

  • Developing functional specifications that document client needs from proposal to implementation

  • Managing projects within scope of responsibility

  • Acting on the clients’ behalf to interface cross-functionally with other departments within Message Broadcast from QA, Project Management, Software Development to Sales and Executive Management

  • Serve as the functional tester following formal QA processes for all projects and coordinate with the dev team

  • Coordinate user acceptance testing with clients including tracking, verifying, and organizing all reported issues before relaying them to the developers

  • Ensuring timely program development and problem resolution

  • Enhancing service quality and build outstanding customer relationships for all assigned accounts

  • Specific duties include reporting, utilizing proprietary software, maintaining and organizing internal records, developing written and graphic material, providing post-program reporting, and many additional day-to-day tasks

  • Keeping abreast of industry trends and changing rules, regulations, policies, and procedures pertaining to Message Broadcast’s products and services

  • Willingness and ability to provide after-hours support as needed from time-to-time

  • Managing and growing existing client relationships through daily phone and email interaction

REQUIREMENTS

  • Bachelor’s Degree in Computer Science, Engineering, Business Administration or related technical fields or equivalent work experience in a closely related field or market vertical

  • 3+ years of experience in client services/success and/or business analyst or Scrum Product Owner role
  • 3+ years of experience managing large global, national or enterprise accounts – external clients

  • 2+ years of experience working in an Agile environment following SCRUM processes for the entire SDLC

  • 1+years QA exposure or experience creating test cases and test plans for both internal and user acceptance testing for major projects 

  • Intermediate to advanced knowledge of Microsoft, Excel, Word, PowerPoint and Outlook
  • Strong business knowledge coupled with a solutions mindset
  • Provide knowledge of product and platform features, capabilities and best practices
  • Technical knowledge regarding software development to interact closely with software development team and bridge the gap with clients
  • Ability to learn quickly in a fast-paced environment
  • Ability to work under pressure, organize and prioritize responsibilities
  • Strong organizational skills and proven experience coordinating multiple projects / assignments simultaneously
  • Superior communication and customer service / interpersonal skills
  • Detail oriented in reviewing and producing documentation

 

PLUS(ES)

  • Understanding and experience in the communications or telecommunications industry and IP products

  • Strong technical background

  • Any experience providing basic tech support to clients

  • Functional QA experience, specifically API testing

  • CSM (Certified Scrum Master) or CSPO (Certified Scrum Product Owner) certification, a major plus

  • Manage client expectations and be proficient in selling and up-selling

  • Understand customer business, define potential opportunities and nurture relationships with assigned accounts

  • Experience with JIRA, Confluence 

 

OUR BENEFITS

  • On-site full-time position with reasonable FLEXIBLE work schedule once established and approved
  • Fully covered Medical, Dental, and Vision for employee
  • 401K
  • 14 days PTO
  • Well-stocked kitchen with energy drinks and other snacks
  • Onsite gym with showers

 

Message Broadcast is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

****Message Broadcast does not provide visa assistance, transfer or sponsorship****