Client Success Specialist
Client Success Specialist
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Job Description
Title: Client Success Specialist
Department: Global Services (SaaS Client Success & Support)
Reports to: Senior Director Global Support
Language: Fluent in English (written and verbal); proficiency in French and/or Spanish is an asset
Company Overview
Agility PR Solutions provides todays communicators with powerful and intuitive media outreach monitoring and measurement solutions. For almost twenty years Agility has helped clients from across industries and continents discover relevant journalists and influencers make meaningful connections with the media amplify their stories monitor media coverage and social conversations and report on the impact of their public relations activities. Agility is one of the fastestgrowing companies in the PR tech space and its recognized by users on G2 for ease of use quick implementation and outstanding customer service.
We are a remotefirst company with colleagues based across vibrant cities in Canada the US the UK the Philippines and India. We are intentional in helping our teams realize their full potential and continue to invest in their learning and development career progression offering competitive pay and benefits enabling leadership and work environment.
Role Overview
As a Client Success Specialist you will be responsible for optimizing the client experience as they adopt and use Agilitys services. You will work to ensure that Agilitys platform becomes embedded in the clients workflows helping them understand and appreciate the value and potential of Agility. You will need to understand each clients unique PR objectives and apply Agilitys solutions to meet those needs. Your goal is to drive high levels of customer satisfaction retention and account growth.
You will be actively involved throughout the entire customer journey providing handson support during onboarding training and ongoing account management. In this role you will collaborate closely with internal teams including Support Training and Account Management while also leading client training sessions and identifying opportunities to upsell and grow accounts.
Key Responsibilities
Develop and maintain expertise in Agilitys products and services including new product launches.
Oversee and manage client onboarding from setup through to implementation training and adoption.
Develop proficiency in setting up accounts as per clients use case and conduct custom training as needed.
Ensure clients receive maximum value from Agility setting workflows and measurement programs to deliver results.
Assess client needs and proactively recommend solutions to address their PR objectives.
Track client satisfaction and perform regular outreach to ensure ongoing success.
Partner with Account Managers to review health scores and churn issues.
Provide clear communication and prompt issue resolution through phone online chat and email.
Gather client feedback on training service and onboarding to ensure continuous improvement.
Identify opportunities for renewals and account growth contributing to upsell and retention efforts.
Record customer interactions and tasks in the companys CRM system.
Collaborate with product development and other teams to share client feedback and improve offerings.
Other duties as required.
Required Skills
Postsecondary diploma or degree (Public Relations Media or Communications preferred).
At least 23 years of customer service experience ideally in a SaaS or related environment.
Strong organizational communication and presentation skills.
Proven ability to lead webbased client training and demonstrations.
Experience troubleshooting and resolving client issues.
Proficiency in Microsoft Office (Word Excel PowerPoint) and CRM tools (Salesforce experience is a plus).
Fluent in English with a secondary language (French or Spanish) an asset.
Additional Details
At Agility we strive every day to build a more inclusive work environment and introduce tools that enable it. We strongly encourage applications from all people regardless of race religion gender age disability status or sexual orientation.
Even if you find yourself not checking all the boxes of our listed requirements but are excited about this opportunity wed love to hear from you anyway. Our Talent Acquisition team will review your application for this role and other potential role matches open now or in the future.
If at any stage of the application process you require accommodation owing to disability or a medical need please let us know at for us to make appropriate arrangements.
Thank you for your time in reviewing this opportunity and we hope to hear from you should you find this the right fit!
Required Experience:
Unclear Seniority
Employment Type
Full Time
