Customer Success Specialist, Bet-David Consulting
Fort Lauderdale, FL
Full Time
Mid Level
Create memorable moments. Provide extraordinary service. Communicate clearly and engage a high-profile client base. Offer unreasonable hospitality. Hello Customer Success Specialist! Join us.
The Customer Success Specialist is responsible for building and maintaining strong relationships with clients by actively guiding them through the onboarding process, ensuring they fully utilize the product or service, addressing concerns proactively, and identifying opportunities for further adoption and growth, ultimately aiming to maximize customer satisfaction and retention rates.
Job Responsibilities
Support the sales leadership team in several crucial, customer focused areas including the coordination of Elite Masterminds, General Masterminds, 1:1 Consultations, Events, Hospitality, and Customer Retention initiatives.
Elite Masterminds
- Communication with Elite Masterminds via call, text, and email
- Client onboarding and data recorded in CRM (HubSpot)
- Scheduling for sessions
- Make sure questions and book reports are submitted
- Disseminate the Elite Mastermind notes recorded in Fathom
- Gather all the information from the client and prepare for Executive Operator (EO); work with the Sales Administrator to ensure quality control prior to the session
General Masterminds
- Call and/or text each client and remind them of their upcoming mastermind sessions; remind clients to submit questions prior to the session
- Disseminate the General Mastermind notes recorded in Fathom
- Email highlights to our insiders
- Coordinate with the Sales Administrator to collect all necessary information
1:1s
- Coordinate with the Sales Associates; ensure inclusion in all communications with clients regarding credentials for each session
- Gather all the information from the client and prepare for Executive Operator (EO); work with the Sales Administrator to ensure quality control prior to the session
- Collect Fathom notes and provide video and note recap for clients
Events
- Call clients (unique ticket buyers) and confirm their logistics including hotel information, flight details, and any accommodations
- Solicit additional guest information as needed (e.g., contact details, shirt size, special diet)
- Provide white glove service to VIP clientele; make recommendations and coordinate itineraries
- Project Management support and collaboration between BDC and the Events Team regarding timelines and action items
Hospitality
- Call all 1:1 consultation clients prior to their sessions; help with travel and hotel accommodations
- Assist with any lunch or dinner reservations
- Coordinate gift delivery according to investment bracket
- Establish a process for BDC customer service
- Work with the Sales Administrator to put together creative gift ideas for unique experiences and events for clients
Customer Retention
- Follow up with clients after the sale
- Follow up with clients after events to solicit feedback (create and leverage a form)
- Establish quarterly communication with clients to update information, and to schedule follow up communication with Sales Manager(s); all clients with $50K spend will be scheduled for a call with the client’s Sales Manager
Job Requirements
- A Bachelor’s degree in Business Administration or a related field is preferred
- 4+ years of sales support experience is required; direct sales and/or sales enablement experience is a plus
- 2+ years of hospitality experience, as a Concierge or Front Desk Associate, is preferred
- Must have good team development and influencing skills
- Must be computer literate with proficiency using MS Office and web-based applications; knowledge of HubSpot or similar platform is required
- Exceptional time management, planning, organization, and problem-solving skills are required
- Excellent communication and interpersonal skills to build rapport with customers
- The ability to multitask, work in a fast-paced environment, and meet deadlines is required; time management skills with the ability to prioritize tasks and manage a large customer portfolio are required
Compensation: Salary + Competitive Commission Structure, Performance-Based Bonus, Comprehensive Benefits Package. Final compensation will be determined based on experience and skills and may vary from the range listed above.
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Valuetainment is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
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