Junior Client Success Specialist | Media Meter Inc.  

Job Overview:

We are looking for a dedicated and proactive Junior Client Success Specialist to join our team. This role is crucial in ensuring our clients’ successful adoption and ongoing satisfaction with our SaaS platform. You will serve as the main point of contact for our clients, assisting them in reaching their business objectives through our software, providing training, support, and insights that drive product adoption, retention, and overall success.

The ideal candidate is client-focused, has a knack for problem-solving, and is passionate about driving customer success in a technology environment. Additionally, you will identify upselling opportunities and negotiate contract renewals to enhance client value and drive revenue growth.

Key Responsibilities

Client Onboarding and Training

• Lead onboarding and training sessions, and provide resources to ensure clients can use the platform effectively.
• Create tailored onboarding plans and walkthroughs based on specific client needs and use cases.

Relationship Management

• Serve as the main point of contact for a portfolio of clients, building strong relationships and understanding their business needs.
• Monitor client health and engagement, and work proactively to retain at-risk clients.

Proactive Client Engagement

• Conduct regular check-ins and reviews to ensure clients are meeting their goals.
• Collect feedback and share insights with internal teams for improvement.

Product Support and Issue Resolution

• Work with support teams to resolve client issues promptly.
• Keep clients informed on new features and ensure they are equipped to utilize updates.

Upselling and Contract Negotiation

• Identify and communicate opportunities for upselling and cross-selling.
• Handle renewals and pricing discussions to grow revenue while keeping clients satisfied.
• Partner with the sales team on proposals that meet client needs.

Advocate for the Client

• Represent client interests across departments.
• Share feedback to shape future product improvements aligned with client expectations.

Key Skills

• Strong negotiation and revenue-focused mindset
• Client-first approach with strong relationship management
• Ability to explain technical concepts to non-technical users
• Excellent organization and multitasking skills
• Clear and persuasive written and verbal communication

Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or a related field preferred.
• 1 - 2 years of experience in a client success, account management, or customer support role, ideally within the SaaS industry.
• Proven experience in upselling and contract negotiation with a focus on value-based sales.
• Exceptional communication and interpersonal skills, with a client-centric mindset.
• Familiarity with CRM software (e.g., HubSpot) and project management tools isa plus.