Client Success Specialist

WHCC- check us out on YouTube!

We are a family-run professional photographic press and fine art printing lab. Our goal is to make printing producing and reselling products seamless and enjoyable for our clients. As a production-focused company we employ hundreds of experts who hand-craft our products here in the Twin Cities.

POSITION SUMMARY

TheClient Success Specialist serves as a trusted partner to members of the WHCC Client Success Program. Providing personalized support strategic guidance and proactive communication that help clients grow while strengthening long-term relationships with WHCC.
This role collaborates closely with Customer Service Marketing Product Manufacturing and Leadership to advocate for client needs improve the overall customer experience and ensure WHCC continues to deliver industry-leading products and services.

Our client success team is dedicated to helping professional photographers build thriving businesses and deliver an exceptional concierge-level client experience.

CORE JOB RESPONSIBILITIES

• Build and maintain strong relationships with assigned Client Success Program members via email phone virtual meetings and occasional in-person visits
• Deliver concierge-level service by understanding each clients business goals and recommending solutions that help them succeed
• Serve as the primary point of contact for assigned accounts responding promptly and professionally to questions opportunities and challenges building trust through proactive communication not just reacting to requests
• Monitor account activity business trends ordering patterns and client feedback to identify opportunities that improve engagement retention and growth
• Own tracking and reporting on CSP data and metrics delivering insights and recommendations to retain and grow the membership
• Help onboard new CSP members and assist clients with product education workflow recommendations and best practices
• Partner with Marketing Product Customer Service Manufacturing and Engineering to advocate for client needs and coordinate solutions for complex requests and escalations
• Assist in planning and hosting webinars educational content client meetings and special events; support WHCCs presence at industry conferences trade shows and community events
• Build educational emails presentations and other client-facing communications
• Manage event sponsorship requests and maintain accurate client records and documentation

DESIRED SKILLS/EXPERIENCE/COMPETENCIES:

• 25 years of experience in Customer Success Account Management Customer Service Marketing or a related client-facing role
• A friendly approachable and team-focused personality with excellent relationship-building and problem-solving abilities
• Exceptional written and verbal communication skills
• Proven ability to lead multiple account projects at one time while maintaining sharp attention to detail and meeting deadlines
• Ability to work collaboratively across departments and on-site at our Eagan facility
• Willingness to travel a few times per year (23 trade shows/industry events) plus occasional local events and availability to occasionally entertain clients outside standard business hours (e.g. client dinners approximately once a month)
• Comfortable using or genuinely curious about AI tools as a productivity asset
• Experience in the photography or creative services industry preferred
• Knowledge of WHCC / ProDPI product lines preferred
• CRM or account management software experience a plus
• Basic knowledge of email marketing platforms and basic Photoshop/design ability a plus
• Experience in or enthusiasm for sales comfortable identifying growth opportunities and having revenue-oriented conversations with clients a plus

• Paid time off
• Health Vision and Dental Insurance (available to full-time employees)
• Life and AD&D Insurance Company Paid
• Voluntary Life and AD&D
• Long-term Disability Company Paid
• 401k Matching
• Health Spending Account
• Employee Assistance Plan