Client Success Representative

This is a remote position.

Job Posting: Client Success Representative

Company:Employee Retention Benefits

Department:Client SuccessTeam

Reports To:Client Success Manager

Employment Type:Full-Time

Position Overview

Employee Retention Benefits (ERB) isseekinga high-performing, operations-mindedClient Success Representativeto serve as the primary point of contactfor clients. This is a fast-paced, client-facing operational role that demands sharp communication skills, deep product knowledge, platformproficiency, anda strong senseof personal accountability.

The ideal candidate excels at executing structured workflows, managing high-volume communication queues,maintainingabsolute CRM hygiene, and preserving critical relationships across clients, insurance carriers, and internal [link removed] are looking for client-centric, outcome-driven professionals who bring strong problem-solving skills and operational efficiency to the role.

Key Responsibilities

[link removed] Customer Support & Communication

• Handling Incoming Calls & Emails:Managing a busy inbox and phone line to answer client questions about policies,migrations,claims, sign-ups,refunds, and cancellations quickly and on time.

• Proactive Client Check-ins:Execute structured outreach for critical account milestones, including proactive health checks, client onboarding, and benefit/package migrations.

• Frictionless De-escalation:Serve as the first line of defense for frustrated clients. Utilize emotional regulation and proactive problem-solving to resolve issues and de-escalate tension before involvingmanager.

• Client Advocacy & Meeting Facilitation:Prepare for, conduct, and document scheduled account reviews or alignment calls to ensure long-term client retention and satisfaction.

2. Operational Discipline & CRM Hygiene

• Data Integrity:Update client profiles and interaction logs in CRMfollowing every [link removed] clear, objective notes detailing customer sentiment, resolutions, and pending items to ensure seamless team handoffs.

• Audit Trail Management:Ensure all required compliance documents, signed agreements,and recordsare accurately uploaded and attached toclient profilesin CRM.

• Post-Interaction Administration:Draft and deployclearemail recaps to clientsimmediatelyfollowing calls, explicitly detailing ownership, next steps, and deadlines.

• Expectation Management:Set internal calendar alerts and reminders to proactively follow up with clients, ensuring they never have to reach out to ERB for an update.

3. Cross-Departmental Workflows & Partner Coordination

• Issue Resolution Collaboration:Translate verbal feedback or technical issues into precise, actionable internal tickets forsales,financeand otherteams.

• Carrier Alignment:Coordinate behind the scenes with account managers at external partner firms and insurance carriers to clarify complex policy benefits and resolve client friction points smoothly.

• Process Optimization:Refine and update email templatesand SOPsfor common workflows (e.g., payment reminders, onboarding steps, migration notices) to maximize daily personaloutput.

• Knowledge Transfers:Brief internal management or newly assigned team members on historical account pain points, communication preferences, and general account health.

4. Billing, Retention, & Lifecycle Management

• Billing Discrepancy Audits:Review invoices, payment history, and ledger discrepancies thoroughly beforeinitiatingfinancial conversations with clients.

• Change Management Re-framing:Guideclients through structural shifts, system updates, or carrier migrations by reframing administrative updates as high-value enhancements.

• Churn Intervention:Detect early warning signs of client dissatisfaction—such as communication drop-offs or frequent complaints—and deploy targeted retention strategies.

• Offboarding & Reporting:When cancellation is unavoidable, manage the exit process professionally to preserve the company’s reputation while capturingaccuratefeedback for executive reporting.

5. Daily Execution & Team Participation

• End-of-Day (EOD) Accountability:Submitdetailed EOD summaries highlighting completed work, metrics, and pending tasks.

• Meeting Engagement:Activelyparticipatein team alignments, training sessions, and weekly L10 meetings.

• Knowledge Base Utilization:Organize and reference training materials within Shared Teams folders and knowledge bases tomaintainstrict alignment with established SOPs.

Required Skills & Competencies

Client Service & Professional Capabilities

• Regulated Industry Experience:Prior experience in insurance, financial services, or a highly regulated, policy-driven industry is strongly preferred.

• Process Adherence:Ability to consistently follow detailed protocols, multi-step procedures, and established SOPs.

Originally posted on Himalayas