At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
We are looking for an experienced and motivated Client Success Representative to join our team. The successful candidate will be responsible for building strong relationships with our clients and ensuring their satisfaction with our products and services. This role is responsible for ensuring a smooth and efficient onboarding process for new clients. This position is responsible for retaining their book of business and assisting our clients in reaching their desired outcomes with our Platform. Strong communication skills, attention to detail, time management and a desire to provide exceptional client service is required.
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Key Job Functions/Responsibilities
- Act as the primary point of contact for assigned clients and provide prompt and efficient resolution to their inquiries and concerns, by phone, email, and video calls.
- Manage the onboarding process for new clients from start to finish and provide additional training as needed.
- Work collaboratively with the Client Success team to keep the company churn rate down.
- Find opportunities to demonstrate value to our clients, identify key client engagement metrics and provide recommendations.
- Maintain a high customer satisfaction rating by providing exceptional service and delivering a quality onboarding and training experience.
- Collaborate with the customer to identify and implement strategies to achieve their goals and maximize the value they receive from our products.
- Continuously gather and communicate customer feedback to internal teams to drive product improvement and enhance customer satisfaction.
- Build and maintain strong relationships with clients to ensure their continued satisfaction.
- Establish yourself as an expert with a deep understanding our platform and products.
- Deliver a superior client experience by providing a high level of customer service and maintaining quality throughout the onboarding process.
- Achieve and exceed assigned performance targets, including customer retention and upsell targets.
Education:
- Bachelor's degree or equivalent experience preferred
- Minimum of 2-3 years of Customer Service experience, in a SaSS environment preferred
- Exceptional written and verbal communication skills
- Excellent attention to detail and quality of work
- Multi-tasking skills, ability to prioritize work and respond to clients within reasonable time frames
- Able to adapt and embrace change on an ongoing basis, and always ready to learn
- Create positive and professional business relationships with clients
- Ability to learn software solutions quickly
- Work cooperatively and effectively with fellow team members, clients, and other stakeholders
- Salesforce
- Microsoft suite
- Outlook
- JIRA
- Confluence
- Churnzero
Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Background Check Process
Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:
- Employment verification
- Education verification
- Credit inquiry
- Canadian criminal record check
We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.
Accessibility & Accommodation
Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.
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Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates diversity in all its dimensions.