Client Success Specialist

Job Category: Administrative
Job Type: Full Time
Job Location: Atlanta Duluth GA Gwinnett County
Compensation: TBD

If you are a purpose-driven self-starter that understands the value of hard work and professional excellence – with a little fun on the side – then we have been looking for you!

We want you to be a part of the Tyler New Media team and join our mission to uplift, strengthen and support the African American community by building stronger families and businesses.

ABOUT OUR COMPANY

Tyler New Media brands have been featured in Entrepreneur.com, Black Enterprise Magazine, Essence Magazine, Ebony Magazine, Jet Magazine, Parenting Magazine, CNN, HLN, Good Morning America, The Today Show, and many other press outlets. The company has been a finalist for the Black Enterprise Family Business of the Year, Infusionsoft’s Small Business ICON Award and has been awarded the ClickFunnels Two Comma and 2CCX awards along with being named to the 2021 Inc. 5000 list of the country’s fastest-growing privately held companies.

OUR CORE VALUES

We Strive for Excellence. We Do More With Less. We Promote Personal Development. We Make It Happen. We Are Accountable For Our Actions. We Are Honest and Truthful

ABOUT THE JOB

We’re looking for a Customer Success Specialist who will take up the task of building a relationship of trust and growth with our clients. As a member of our team, you will manage the end-to-end processes for a group coaching and mentorship program supporting small business owners. This includes building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistent excellent customer experiences, as well as assisting in program/event-related agendas and tasks. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital or advertising client experience and a demonstrated record of providing excellent customer service.

What You’ll Be Doing:

Customer Success Tasks

  • Serves as day-to-day contact for 1,000 plus member group coaching and mentorship program, hosted on Facebook, in order to build trust and rapport while identifying areas of opportunity for process improvement and enhanced customer service and support.
  • Owns overall relationship with program members, which includes managing on-boarding, service rollouts, member updates, training schedules, client adoption, retention, and overall customer satisfaction.
  • Reviews the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
  • Facilitates interaction and workflow between project team members and relevant stakeholders to ensure deliverables are on time.
  • Collaborate, problem-solve, and/or strategize upcoming client meetings with team members
  • Works with the sales and marketing team to review customer references/feedback and develop case studies.
  • Assists in maintaining and developing client success strategies and best practices, as well as customer support content, with the help of the creative team.
  • Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
  • Communicates effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

Program Admin Tasks

  • Assists in the preparation of activity and task lists for program-related projects and events.
  • Manages the planning and coordination of the program and its activities, including confirming appropriate virtual platforms, preparing documents, creation of timelines, thorough and regular communications to attendees, presenters, and other stakeholders.
  • Enforces proper implementation of policies and practices for the programs.
  • Ensures technology is used correctly for all operations (video conferencing, presentations, and other communications tools)
  • Keep updated records and create reports and/or proposals to Management.
  • Aids in contacting program participants and potential participants about upcoming events and offers via telephone, social media messaging, text and email.
  • Supports online webinars, challenges, and all other sales events used to support ongoing program growth and client acquisition.
  • Participates in managing special projects as they arise in conjunction with Event Management initiatives.

About You:

  • You’re a graduate with Bachelor’s degree in Business Administration or Marketing.
  • You have 3 plus years of experience in communications, marketing, sales, account management, or customer success.
  • You are an excellent communicator able to give clear written and verbal communication to everyone.
  • You have an unwavering commitment to the empowerment of the African American community as exhibited in your commitment to excellence in serving them
  • You are willing and able to work additional hours during scheduled client acquisition events including online challenges and in-person events.
  • You thrive on using your analytical skills in order to identify and solve issues before they arise.
  • You can match the energy of clients with various personalities.
  • Your experience shaped your analytical and process-oriented mindset to its full extent.
  • Deadlines don’t scare you; in fact, they drive you to deliver your best work.
  • You easily prioritize activities and can step in to accomplish goals whether you’re an active team player, self-starter, and multitasker who can quickly adjust priorities.
  • You love seeing people win and will do whatever you can to assist them in having what they need to be able to succeed.
  • Seeing positive business outcomes as a result of your work excites and drives you further
  • You’re proud to have your work ethic represent you, as it shows your ability to manage tasks, prioritize and output quality work
  • You’re highly skilled in working with CRMs, Google Workspace, and any related customer service platforms.

What We Offer:

  • A team of professionals with an open mind and a collaborative culture
  • Casual work environment.
  • Comprehensive Benefits Package which includes
    • Medical
    • Vision
    • Dental
    • Life Insurance
    • Profit Share
    • 401K Match
    • Paid personal and vacation time
  • Professional development opportunities
  • Opportunity to work from home once a week

Equal Employment Opportunity

Tyler New Media is committed to fostering diversity and is proud to be an equal opportunity employer. All employment decisions are made on the basis of business needs, regardless of race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected status.’

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