Client Services Representatives (CSR) provide a comprehensive suite of services in support of order fulfillment, product deployment and sales enablement initiatives which contribute to the achievement of Audimation’s revenue generation goals and strategic business objectives. Serving as the client’s post-sale, primary point of contact, the CSR will facilitate the delivery, deployment and enhancement of products/services through execution of appropriate protocols and processes. Executing sales enablement initiatives, the CSR delivers product/service education, identifies cross-sell/upsell opportunities, supports renewals/license expansion and reinforces Audimation’s value proposition. Collaborating with team members, the CSR will deliver high quality, client services to drive client retention levels and support revenue generation targets. This position reports to Audimation’s Client Services Manager or other designated Audimation management personnel.
Key Duties & Responsibilities
Provide a comprehensive suite of client support services and execute on sales enablement initiatives through direct Interface with customers via phone, email, and other platforms. Including but not limited to: out-bound calls/emails to obtain client data (user names, positions, roles, contact information, product usage levels, etc). [Approximately 50% of work effort is focused on these tasks].
Conduct surveys, research and assessments. Identify up sale/cross-sell, renewal, expansion opportunities and communicate these to the appropriate account manager.
Provide clients with information and assistance for increased licensing , product upgrades, renewals, training, new/additional products and services.
Accurately document and record all client information, communications and account activity in the client data base (CRM).
Serve as the client’s post-sale, point-of-contact: facilitating product delivery, successful deployment and operational effectiveness. Coordinate with the Technical Support team when technical/installation assistance is required.
Resolve client order, product delivery and product application issues through evaluation, corrective action and collaboration with other Audimation teams. Track issues to resolution with an emphasis on closed-loop communication. Record all related activity in the CRM.
Provide clients with: quotes, delivery information, product data, order support and assistance with general inquiries. Facilitate delivery services between clients and Audimation team members (as required).
Liaise with other Audimation teams including Sales, Product Delivery, Marketing and Training in support of order/delivery processes and related operational protocols. Ensure client requirements, needs and preferences are communicated to the appropriate operational group.
Contribute to the documentation, communication and usage of Client Services operational protocols, policies and procedures as requested by management.
Provide management with status reports, logs and activity/data summaries as required.
Maintain a current working knowledge of Audimation’s products, services, pricing, order/delivery processes and current sales initiatives.
Actively contribute to the achievement of team goals. Including, but not limited to, meeting participation, research, data gathering, problem resolution, planning and execution of special projects as may be required.
Teaming, as requested by management, to achieve organizational goals by executing assignments and tasks, across all functional/operational areas of the organization.
Required Skills, Experience & Credentials
Minimum of an Associate’s Degree in business, communication, marketing or a related field. Bachelor’s degree preferred.
Minimum of one (1) year related B2B client services experience. B2B client services experience related technology, software or professional services preferred.
Experience in the use of a CRM (or similar platform) for processing orders, capturing customer data, documenting sales activities, etc.
Demonstrated ability to collect, review and record accurate, complete information, using the appropriate methods and tools.
Proven ability to successfully complete a range of detailed tasks in a fast-paced work environment (i.e. flexibility, focus, prioritization). Effective communicator with a persuasive, engaging face-to-face demeanor and clear, professional phone and online presence. Aptitude and ability in establishing productive relationships with managers, colleagues, clients, and stakeholders.
Fluency in the entire Microsoft Office suite of products – Word, Excel, PowerPoint, Outlook.
Proficiency in the use of personal computers (desk-top, laptop), peripherals and mobile devices (tablet, smart phone, etc).
Ability to work independently, within established parameters, while understanding the necessity for communicating/coordinating work efforts with colleagues and management.
All and/or any of the above listed Duties and Responsibilities may be assigned to and required of incumbents. However, an incumbent may not be assigned all Duties and Responsibilities simultaneously.