Associate Client Success Manager

Job description

**Who We Are:** We’re a high-growth software company with a **big mission**: empowering K-12 district teams to do more with less.  At LINQ, we get K12. That’s why we help districts transform K-12 school operations with best-in-class, cloud-based software solutions built to help districts return more resources to classrooms. Integrating finance, HR, nutrition management, and payments into a single, secure platform, LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually, process payroll for 364,000 educators, administrators, and staff, and engage with millions of families through the free LINQ Connect app.    Our team? They’re talented, committed, and fiercely loyal problem-solvers. At LINQ, you’ll find challenging and meaningful work, a team that respects and uplifts one another, and a commitment to constant improvement. Our customers love us because we’re attentive, patient, communicative, and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time. **LINQ’s Values:** • Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained. • Deliver Excellence: We consistently exceed our clients’ expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships. • Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation. • Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force. **Job Description:** At LINQ, we’re dedicated to transforming how our clients engage with our solutions. We’re looking for a proactive and innovative Associate Client Success Manager to join our team and help drive success for our clients through digital channels. In this role, you’ll play a pivotal part in ensuring customer satisfaction, retention, and growth through thoughtful engagement, strategic communication, and digital advocacy. **Responsibilities:** - **Webinar Hosting:** Plan, organize, and host webinars to educate clients on product features, best practices, and industry trends. Ensure webinars are engaging and provide valuable insights to participants. - **One-to-Many Communications:** Develop and execute one-to-many communication strategies, including email campaigns, newsletters, and digital content, to keep clients informed and engaged. - **Renewals and Uplifts Ownership:** Support the renewal process by ensuring proactive outreach to assigned clients. Partner with Client Success Managers and Account Executives to prepare renewal conversations, document uplift opportunities, and contribute to retention strategies that secure long-term customer relationships. - **Upsell and Cross-Sell Lead Generation:** Identify and qualify upsell and cross-sell opportunities through client engagement, usage insights, and feedback. Share and collaborate on these leads with the sales team to drive account expansion and increase overall client value. - **Automated Campaigns:** Build and manage automated check-ins and engagement campaigns to nurture client relationships and drive product adoption and satisfaction. - **Payment Adoption:** Assist clients in adopting and optimizing payment solutions, ensuring they leverage all available features to streamline their payment processes. - **Services Upsells:** Identify opportunities for upselling additional services and solutions. Present these opportunities effectively to clients through digital channels and support them in realizing the benefits. - **Client Escalation Management:** Manage client escalations effectively, coordinating with internal teams to resolve complex issues. Oversee escalation processes and ensure timely and effective resolution. - **Product Enablement:** Facilitate product enablement by creating and delivering digital training materials, guides, and resources that help clients fully utilize and benefit from our products. - **Customer Community Moderation:** Moderate and engage with the customer community through digital forums, social media, and other online platforms. Foster a positive and supportive environment for clients to share insights and seek support. - **Newsletter Content Stakeholder:** Act as the primary stakeholder for newsletter content creation. Collaborate with internal teams to develop and curate content that aligns with client needs and company objectives. - **Customer Office Hours:** Host and manage regular virtual office hours to provide clients with direct access to support and guidance on product-related questions and issues. **Qualifications:** - Bachelor's degree in Business Administration, Communications, or a related field. - 1-3 years of experience in a client-facing role, preferably in account management or customer success. - Strong communication and interpersonal skills, with the ability to build rapport and trust with clients. - Proven track record of managing client relationships and driving customer satisfaction. - Demonstrable self-starter, curious, and solution focused - Excellent problem-solving skills and the ability to think strategically to identify opportunities for client success. - Experience working in a fast-paced environment with the ability to adapt to changing priorities.