CLIENT SUCCESS ASSOCIATE
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.
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
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
DAY TO DAY RESPONSIBILITIES (INCLUDING BUT NOT LIMITED TO)
Working directly with clients to analyze their communication requirements and determining 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
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.
Our 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.
- On-site full-time position with reasonable FLEXIBLE work schedule once established and approved
- Fully covered Medical, Dental, and Vision for employee
- 14 days PTO
- Well-stocked kitchen with energy drinks and other snacks
- Onsite gym with showers
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.
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.