Associate Client Success Manager

About The Team:

LINQ’s Customer Experience department is the heart and soul of our commitment to supporting k12 schools and districts. We’re not just here to answer questions, we’re here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond were the guides to help administrators and educators navigate their daily challenges. 

What You’ll Be Doing: 

• Webinar Hosting: Plan, organize, and host webinars to educate clients on product features, best practices, and industry trends. Ensure webinars are engaging and provide valuable insights to participants.
• One-to-Many Communications: Develop and execute one-to-many communication strategies, including email campaigns, newsletters, and digital content, to keep clients informed and engaged.
• Automated Campaigns: Build and manage automated check-ins and engagement campaigns to nurture client relationships and drive product adoption and satisfaction.
• Payment Adoption: Assist clients in adopting and optimizing payment solutions, ensuring they leverage all available features to streamline their payment processes.
• Services Upsells: Identify opportunities for upselling additional services and solutions. Present these opportunities effectively to clients through digital channels and support them in realizing the benefits.
• Client Escalation Management: Manage client escalations effectively, coordinating with internal teams to resolve complex issues. Oversee escalation processes and ensure timely and effective resolution.
• Product Enablement: Facilitate product enablement by creating and delivering digital training materials, guides, and resources that help clients fully utilize and benefit from our products.
• Customer Community Moderation: Moderate and engage with the customer community through digital forums, social media, and other online platforms. Foster a positive and supportive environment for clients to share insights and seek support.
• Newsletter Content Stakeholder: Act as the primary stakeholder for newsletter content creation. Collaborate with internal teams to develop and curate content that aligns with client needs and company objectives.
• Customer Office Hours: Host and manage regular virtual office hours to provide clients with direct access to support and guidance on product-related questions and issues.

What We Are Looking For: 

• Bachelor's degree in Business Administration, Communications, or a related field.
• 1-3 years of experience in a client-facing role, preferably in account management or customer success.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Proven track record of managing client relationships and driving customer satisfaction. 
• Demonstrable self-starter, curious, and solution focused
• Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success.
• Experience working in a fast-paced environment with the ability to adapt to changing priorities.
• Expert level time management & prioritization skills 
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools is a plus.
• Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work
• K12 Experience Preferred, but not required 
• Must be able to travel 10-15%