Customer Service Expert (Remote, Contract)

• We will review your application against our job requirements. We do not employ machine learning technologies during this phase as we believe every human deserves attention from another human. We promise to give your candidacy a fair and detailed assessment.
• We may then invite you to submit a video interview for the review of the hiring manager, often followed by a test or short project.
• At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message or Telegram, and we never hire anyone without having met you face-to-face (or via Zoom).
• If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We consider our team members our family, and we want you to feel comfortable and welcomed.

Are you passionate about marketing? Ready to dive into the world of demand generation? INFUSE is one of the fastest-growing lead-generation companies! We craft demand solutions with precision to fuel our clients' pipelines.

The Client Success Expert is responsible for developing customer relationships that promote retention and loyalty, ensuring customer satisfaction and addressing areas of dissatisfaction.

• Develop and maintain relationships with a select group of named accounts to ensure campaign success.
• Serve as a trusted advisor for our clients and be an expert in INFUSE offerings.
• Collaborate with internal subject matter experts to deliver campaign leads and ensure clients are happy with the outcome.
• Collaborate with the Sales team from proposal to delivery, including identifying and ensuring delivery options, integrations, and other operational aspects.
• Create and coordinate account documentation including reports, RFPs, and other recommendations.
• Accountable for post-sale account management and driving account growth through excellent customer service and delivery, communication, and onboarding.

• Minimum two years of account management and/or customer success/service experience preferred.
• Organized, detail-oriented, and able to manage 30+ clients at once.
• Demonstrated ability to work collaboratively as part of a team and independently with minimal supervision.
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues.
• Comfortable using and learning software: MS Office (Excel), custom-built software, CRM, ticketing/tracking systems, etc.
• Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.