Vector Solutions

Client Success Coordinator

Job Locations US-CA-San Diego
ID
2020-1134
Category
Client Support
Type
Regular Full-Time

Overview

At Vector Solutions, it is our distinct privilege to serve the everyday heroes who serve others – the engineers who keep our buildings safe, the manufacturers who make the products we use every day, the first responders who protect us, and the educators who take care of our children. Through our award-winning online education, safety compliance, and performance optimization solutions, our mission is to change the world by saving lives, inspiring professionals, and elevating performance.

Our extended Vector Solutions family has grown and evolved tremendously over the past 20 years, and we have no intentions of slowing down. Our creativity and drive have taken us from a handful of employees in Tampa, Florida to more than 400 team members all over the country. We believe in fostering a positive workplace culture that attracts talent, drives engagement, increases performance, and invests in employees’ happiness and satisfaction.

So, if you’re innovative, passionate about what you do, and driven by the need to push boundaries in order to serve the everyday heroes that serve all of us, then search for your forever career with us at Vector Solutions.

Responsibilities

  • Utilize Vector Solution customer relationship management system and ticketing system to manage
    client communication and escalate issues as needed.
  • Develop a strong knowledge of assigned Vector Solutions products, industries and back office tools to
    best support client requests.
  • Train and mentor new Client Success Team Members.
  • Manage small territory of x-small to medium accounts and/or serve as certified product specialist for 2
    or more product lines and/or industries.
  • Take proactive ownership of assigned accounts by developing professional, cooperative relationships,
    and ultimately be responsible that client needs are being met or exceeded.
  • Implement new clients including site build and solutions training.
  • Drive client adoption using our Client Engagement model, maintaining and growing revenue for the
    assigned client base.
  • Promote and expand utilization of Vector Solutions products & services within the assigned client base.
  • Serve as a consultant to identify appropriate solutions to meet client needs.
  • Use advanced product knowledge and experience to identify and resolve product issues.
  • Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when
    appropriate.
  • Adhere to, and align behavior with, company values and position specific competencies.
  • Advocate responsibly for both business and client.
  • Document and share best practices and SOPs.
  • Work cooperatively within the Vector Solutions organization to create client solutions and ensure we
    are providing world class service.
  • Identify new ways to improve service offering as well as the company’s process for supporting clients
  • Participate in special projects as directed by leadership.
  • Identify potential for new revenue generation and refer opportunities to appropriate sales
    representatives.
  • Make a strong business case when requesting new products or enhancements for clients.
  • Conduct client-facing training webinars.

Qualifications

  • BA/BS degree is preferable with 2+ years customer service experience or commensurate experience in
    a service/support-oriented role.
  • Proficient in Microsoft Office and G Suite, especially Excel.
  • Previous experience with Salesforce or other customer relationship management software desirable.
  • Excellent oral and written communication skills, particularly over the phone and email.
  • Service oriented attitude including outstanding customer service skills, attention to detail, and expertise
    in quickly resolving customer issues.
  • Thrives working in a team environment as well as comfortable working independently with minimal
    direction.
  • Strong time management and prioritization skills
  • Able to effectively multi-task.
  • Able to adapt to new conditions, assignments, and deadlines.
  • Strong work ethic with desire to take on additional responsibility 
  • Industry experience a plus

 

Benefits

  • Bonus potential
  • Medical, dental and vision coverage
  • 401(k) matching
  • Generous paid time off
  • 10 paid holidays
  • Professional development reimbursement
  • A casual work environment (ditch the suit & tie)
  • Advancement opportunities and challenging career paths
  • Company social events
  • Philanthropic opportunities 

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