Job Title: Client Success Specialist (Onsite - Tempe, AZ)

Location: Tempe, Arizona

Employment Type: Full-Time

About Wise Pelican

Wise Pelican is an innovative leader in real estate marketing solutions, empowering real estate professionals with cutting-edge tools and services. As a growing company with a global workforce, we foster a dynamic, inclusive work environment that promotes growth, innovation, and collaboration.

Position Overview

As a Client Success Specialist , you will be the primary point of contact for our clients, responsible for managing relationships, understanding client needs, and ensuring they derive maximum value from our products and services. You will work closely with various internal teams to resolve issues, deliver solutions, and drive overall client success.

Key Responsibilities

• Client Relationship Management:
• Build and maintain strong, long-term relationships with clients, acting as their trusted advisor. Understand their business objectives and ensure that our solutions are aligned with their needs.

• Onboarding & Training:
• Lead onboarding sessions for new clients, providing comprehensive training on our products and services to ensure a smooth transition and a positive first experience.

• Issue Resolution:
• Respond to client inquiries and issues, providing timely, accurate, and efficient solutions. Escalate complex issues to the appropriate internal teams when necessary.

• Client Retention & Growth:
• Identify opportunities for upselling or cross-selling additional services or products to existing clients. Proactively manage client renewals and ensure high levels of satisfaction.

• Performance Metrics:
• Track and report on client success metrics, including product usage, satisfaction scores, and retention rates. Use data to identify trends and areas for improvement.

• Collaboration:
• Work closely with sales, support, and product teams to ensure client needs are met, feedback is communicated, and product enhancements are aligned with client expectations.

• Client Advocacy:
• Act as the voice of the client internally, advocating for their needs and helping to shape future product and service offerings.

• Documentation & Reporting:
• Maintain accurate and up-to-date client records, including contact information, interaction history, and feedback. Provide regular reports to management on client satisfaction and performance.

Required Qualifications

• 3+ years of experience in account management, customer support, or a related field, with a focus on marketing or subscription-based services.
• Strong understanding of digital marketing channels, strategies, and tools.
• Experience managing subscription-based accounts, particularly in a SaaS or similar business model.
• Excellent communication and interpersonal skills, with a proven ability to build and nurture client relationships.
• Strong problem-solving skills and a proactive approach to addressing client needs and challenges.
• Ability to work independently and as part of a collaborative team.
• Comfortable managing multiple accounts and campaigns simultaneously, with attention to detail and organizational skills.
• Proficient in using CRM tools, project management platforms, and marketing analytics software.

Preferred Qualifications

• Experience with CRM platforms (e.g., HubSpot, Salesforce), Google Suite, slack, and Aircall.
• Customer Support experience and ability to manage your previous clients’ requests.
• Marketing and/or real estate experience are a plus.