About Us: At ListenFirst, we re passionate about creating insights that empower our clients to make faster, more informed decisions in the continually evolving world of social analytics. We partner with the most successful media & entertainment companies, consumer brands, agencies, and finance firms in the world to transform how they use social data to drive their business decisions. Clients use our insights to identify trends, plan campaigns, acquire new customers, predict sales, and drive revenue. We are building our team and looking for talented, ambitious, and innovative people, interested in challenging problems at scale for some of the biggest brands in the world. For additional information, please visit listenfirstmedia.com. Description: We're looking for a Client Support Specialist to provide support and an overall positive experience to our new business clients. In this role, you will own all aspects of the client relationship from a support standpoint - including, but not limited to, initial on-boarding and training, continual education of the software, on-site/remote support resolving issues related to account set-up or everyday use of the platform, in addition to rapidly understanding each client's business needs and driving them to realize the value of their investment in ListenFirst. Internally, you will work cross-functionally with Product and Sales - identifying and communicating areas of improvement in the platform as well as ensuring a seamless transition from prospect to client. You will report to our Director of Client Support who oversees the entire Client Support team and new business client portfolio. Responsibilities: Develop and implement the appropriate workflow to efficiently and effectively onboard new clients, ensuring a seamless transition during the Post-Sales process. Ensure that each client derives the most value possible from the platform. Address opportunities that increase adoption, reinforce ListenFirst best practices and increase product knowledge during the first 90 days of on-boarding. During Quarterly Business Reviews, confirm that client expectations regarding platform use-cases and functionality are being fulfilled. Establish future client engagement strategies, including software training and industry/use-case education sessions. Follow internal updates and deployments to ensure new features and workflows are accounted for in new client training. Contribute new feature ideas, enhancements, and client feedback to Product to guide future product development and strategy. Requirements: 1-3 years of customer-facing experience required (SaaS and/or agency experience a plus). Excellent written and verbal communication / presentation skills. Detail-oriented, well-organized, and proactive self-starter with a strong initiative to solve tough problems and make continual improvements. Energetic, optimistic, and highly motivated client services professional with a proven track record of success in maintaining delighted customer relationships. Highly attuned intuition regarding client goals, needs and expectation setting. Ability to work effectively under tight deadlines and juggle several assignments simultaneously Sophisticated knowledge of the social media landscape - i.e. Facebook, Instagram, Twitter, YouTube, Google Analytics, Pinterest, Tumblr, etc. Up-to-date with the latest trends and developments in social media. Software demo experience a plus Associated topics: assistance, deskside, desktop, help desk, information technology, support specialist, systems administrator, technical support, technician iii, technician iv
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