Senior Enterprise Client Success Specialist

Job Description

Job Summary:

The Enterprise Client Success Specialist plays a pivotal role in ensuring that Enterprise Clients receive individualized support and customized solutions, contributing to the overall health and growth of the business. This position is ideal for individuals with a strong track record in customer service and business optimization in the B2B space. Reporting to the Manager of Enterprise Subscriptions, the Senior Specialist will lead client relationship initiatives, oversee account processes, and drive strategic sales efforts.

Motivation:

• You are passionate about customer service and business optimization.
• Your motivation is to ensure client satisfaction and retention while supporting the growth of Enterprise Subscriptions through leadership in strategic sales initiatives and exemplary service delivery.

Key Responsibilities:

• Client Relationship Leadership: Lead efforts in fostering relationships with Enterprise Clients, ensuring prompt responses to inquiries, troubleshooting issues, sending usage reports, and assisting with user management and activation efforts.
• Salesforce Administration: Oversee the building and running of reports within Salesforce, administer complex account management processes, maintain accurate records, and ensure client resources are updated.
• Strategic Sales Messaging: Develop and deliver strategic sales messages for Enterprise subscriptions, assess opportunities for sales leads, and nurture accurate pipelining.
• Prospecting Leadership: Identify and drive potential clients through the sales cycle by leading advanced prospecting initiatives and mentoring team members in prospecting techniques.
• Client Onboarding Coordination: Lead the coordination of team efforts to ensure smooth client onboarding, providing guidance and support to team members.
• Billing Process Management: Oversee billing requests, ensuring accuracy and collaboration with accounting teams.
• Zendesk Management: Manage and streamline Zendesk Enterprise ticket flow, triaging incoming tickets, and assigning them as appropriate. Develop and implement best practices for ticket management.
• Data Analysis and Reporting: Analyze data concerning consumer behavior to understand changing needs, providing insights and recommendations to the team.
• Professional Service Delivery: Set the standard for white glove service, ensuring professionalism, efficiency, and promptness in all client interactions.
• Product and Service Expertise: Maintain an expert-level understanding of Enterprise Subscriptions products and service offerings.

Qualifications:

• Proven analytical and problem-solving skills with the ability to resolve complex technical issues.
• Exceptional communication skills, both written and verbal.
• Empathetic and customer-focused with the ability to handle challenging situations with professionalism.
• Extensive knowledge of digital media platforms, applications, and technology trends.
• Ability to adapt to changing technology initiatives and a willingness to learn.
• Advanced working knowledge of Salesforce.
• Self-starter with a high degree of initiative, follow-through, and ability to work independently.
• 3+ years of experience in customer service, customer success, sales, or account management; technology experience is highly preferred.
• Demonstrated ability to work cross-functionally to achieve business goals.
• Leadership experience or demonstrated potential to lead and mentor junior team members.

Compensation and Benefits

Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

• Competitive medical, dental and vision coverage

• Company-paid pension and 401(k) match

• Three weeks of vacation and up to three weeks of paid sick leave

• Nine paid holidays and two personal days

• 20 weeks paid parental leave for any new parent

• Robust mental health resources

• Backup care and caregiver concierge services

• Gender affirming services

• Pet insurance

• Free Post digital subscription

• Leadership and career development programs

Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.

The salary range for this position is:

64,300.00 - 96,500.00 USD Annual

The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.

The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed. 

The innovation doesn’t end in the Newsroom – dozens of teams power The Washington Post. We are now hiring the next innovator – how will you Impact Tomorrow?

#washpostlife