Client Success Specialist, Bench

• To be resilient - When customers and internal stakeholders have issues, they come to us for guidance. We’re looking for team members who are able to withstand the highs and lows of customer emotions. Not every customer interaction is positive, and a rep’s ability to empathize and stay confident is a major piece of how we turn a customer’s experience around. Reps should also always have the end goal in mind and be comfortable working in an environment where targets are challenging
• A Customer-first Mentality - Whether a customer is requesting to cancel or expressing frustrations, we go the extra mile for our customers and take the time to ensure the client feels heard, valued, and supported. This means listening more than talking, asking that one additional question, and understanding that it’s not about you, it’s about solving a problem
• Exceptional Communication Skills - We problem-solve every day and, as the leader on many of these conversations, clear and concise communication (verbal and written) is essential. It ensures we’re efficient and effective with customers and internal stakeholders
• Prioritization and Organization Skills - We’re juggling different tools, different workflows, and a pipeline of between 30-70 cases at a time. The ability to quickly learn new platforms, organize your workflow, create efficiencies, and prioritize work allows reps to widen their impact across the team. Multi-tasking and time management leads to strong results on this team!

Desirable

• At the core of it, Client Success at Bench is a people-centric team focused on helping small business owners and entrepreneurs in the US gain financial mastery
• As our Client Success Specialist, you are happiest working with customers, and other Benchmates, to help them solve really tough problems
• You genuinely want to support people, and you’re able to balance customer needs with the needs of the business. A lot of your conversations will be via slack or email, and you have an articulate phone and online presence that conveys confidence and empathy
• Retain customers by objection handling and problem-solving their questions and concerns, while providing the best possible experience
• Work with customers to resolve billing, subscription, and experience-related issues or questions primarily over the phone and email
• Support our Sales and Bookkeeping teams in navigating customer escalations through solution-driven dialogue and problem-solving
• Utilize platforms like our Bench App, SalesForce, Stripe, and Slack to complete daily tasks
• Manage your own ongoing pipeline of customer requests through phone calls, emails, texts, and more
• Contribute to designing and improving processes and materials
• Help identify opportunities for innovation and improvement
• Consistently collaborate and communicate with the team
• This role will cover the 8am - 4pm or 9am - 5pm PST / 11am - 7pm or 12pm - 8pm EST shift