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Client Success Specialist
2 months ago
We are seeking a highly skilled and detail-oriented Client Success Specialist to join our team at Black Press Media. As a Client Success Specialist, you will play a critical role in ensuring the success of our clients by providing exceptional customer service, support, and guidance throughout their journey with our company.
Key Responsibilities- Client Onboarding: Collaborate with the Director of Client Strategy, Marketing, and Fulfillment Director to develop and implement effective onboarding processes for new clients.
- Client Support: Provide timely and effective support to clients, addressing their needs and concerns, and ensuring they derive maximum value from our digital services.
- Relationship Building: Build and maintain strong relationships with key clients, understanding their needs and preferences, and identifying opportunities for upselling and cross-selling.
- Issue Resolution: Address client issues promptly, collaborating with cross-functional teams to resolve any challenges and ensure a positive client experience.
- Feedback and Insights: Gather feedback from clients regarding their experiences, preferences, and suggestions for improvement, and communicate this information to the relevant teams.
- Account Management: Monitor client accounts, identify opportunities for upselling, and ensure timely renewals to maximize client lifetime value.
- Marketing Support: Work closely with marketing teams to provide insights into client needs, preferences, and pain points, contributing to the development of marketing strategies and campaigns.
- Team Collaboration: Build relationships within the management team at Black Press Media, allowing for increased collaboration, client growth, and support for sales teams.
- Industry Knowledge: Stay up-to-date on new products and trends within the digital marketing industry, ensuring familiarity with all BPM products (Print/Digital) and recommending enhancements where necessary.
- Performance Analysis: Work cross-functionally between various departments to help measure, analyze, and enhance the performance of revenue generation and audience development activities.
- Sales Support: Use knowledge of the market and competitors to identify and develop unique selling propositions and differentiators to build audience and revenues for Black Press Media.
- Reporting and Presentations: Report regularly to BPM Leadership team, have the ability to present and promote internally the strategy and results achieved.
- Health and Safety: Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards.
Black Press Media is a leading local news champion with operations across British Columbia, Alberta, Yukon, Northwest Territories, Nunavut, Washington State, Alaska, and Hawaii. We value diverse viewpoints, new ways of thinking, and a collaborative approach to delivering results.
