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Client Success Representative

CarrierHQ – Indianapolis, IN

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About CarrierHQ

CarrierHQ is a technology company servicing the intersection of financial, insurance, and transportation sectors, located in the heart of downtown Indianapolis. CarrierHQ’s product offerings enable motor carriers to lower costs, accelerate cash flow, and grow their businesses. CarrierHQ’s mobile-friendly online portal ties core fleet service offerings together and leverages them in a way that’s never been done before.

Position Description

A Client Success Representative oversees the customer’s journey to promote their success within the CarrierHQ SaaS platform. Duties include onboarding, support, platform adoption, and retention, as well as encouraging additional positive outcomes, including renewals and referrals. Client Success Representatives also serve as the voice of their customers to drive system enhancements. This role will have the opportunity to make an outsized impact on the future direction of CarrierHQ’s platform, processes, and culture.

The best Client Success Representatives:

  • Possess a strong sense of urgency to resolve customer challenges
  • Feel accountable to teammates & customers to create wins
  • Enjoy working in an evolving start-up/technology culture & being part of a growing team

Duties

  • Onboard new customers – assist in enrollment, program education, and provide continuous account monitoring
  • Maintain customer pipeline by contacting warm leads and assisting in the sales cycle
  • Provide daily system and partner program support to customers as needed
  • Educate customers on expanded service offerings as they become available
  • Proactively discuss renewals and upsell opportunities with the customer
  • Work closely with the product team to provide feedback for CarrierHQ’s future roadmap
  • Champion for exceptional customer experiences in all touchpoints, across all departments
  • Solicit customer success stories

Skillset

  • Strong verbal and written communications skills, with the ability to tailor messages and delivery based on the audience
  • Self-starter able to thrive in an evolving environment and job role
  • Able to maintain a positive attitude and respond to requests in a timely manner
  • Comfortable working in a fast-paced startup and have an interest in helping to define and build processes
  • Organized, detail-oriented, and extremely thorough while possessing the confidence and communication skills necessary to ensure work processes are completed accurately and effectively
  • Strong problem-solving skills coupled with demonstrated ability to take initiative and critically analyze processes and procedures in a push toward constant improvement
  • Able to prioritize, lead discussions, and coordinate objectives among a diversified group of stakeholders
  • Strong interpersonal skills

Requirements

  • Bachelor’s or associate degree preferred
  • Candidates fluent in Spanish will be given additional consideration

CarrierHQ is an Equal Opportunity Employer. No U.S. work visa sponsorship is available for this position. Relocation benefit is not available for this position.

Job Type: Full-time

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