Note: The job is a remote job and is open to candidates in USA. Agility PR Solutions provides innovative media outreach and measurement solutions for communicators. The Client Success Specialist will manage the early stages of the customer journey, ensuring effective onboarding and adoption of the platform while collaborating with various teams to optimize client experiences.
Responsibilities
- Interpret each client’s real objectives and translate them into an onboarding plan with milestones, owners, and success metrics
- Recommend the best account setup to achieve the outcomes the client cares about
- Configure accounts to client-specific workflows (users, searches, dashboards, alerts, reporting)
- Partner with our Product Support team to execute configurations and resolve technical issues quickly
- Surface options and trade-offs clearly; explain pros/cons and guide clients to the best approach
- Deliver tailored trainings by module so users feel confident and self-sufficient
- Track engagement and early adoption; spot risks that could derail onboarding and pre-empt with solutions
- Respond promptly to client questions and requests during onboarding; keep momentum high
- Maintain clean, complete activity records in Salesforce (decisions, risks, workarounds, assets)
- Deliver a “no-surprises” handoff to the Account Manager: current workflows, value achieved, stakeholders, open items, and logical next steps
- Post-handoff, handle reactive “how-to” and light configuration requests to keep customers unblocked
- Liaise with Support, Product, Engineering, Marketing, Sales, and Account Management to solve client requirements
- Gather client feedback on training, service, and setup; feed insights into playbooks and team process improvements
- Follow team best practices and SLAs; contribute to team building and ways-of-working
Skills
- Post-secondary diploma or degree (Public Relations, Communications, Media, or related field preferred). Relevant PR/media experience is a plus, not a requirement
- 1–2 years in SaaS onboarding/implementation, customer support/success, or Account Management roles
- Confident running virtual trainings and product walkthroughs for end users and admins
- Strong discovery and communication skills—able to translate goals into setup plans and explain trade-offs clearly
- Proven ability to troubleshoot configuration issues and coordinate fixes with internal teams (including an overseas Product Support team)
- Excellent organization and follow-through across multiple accounts; clean CRM hygiene (Salesforce preferred)
- Comfortable with productivity tools (e.g., Google/Microsoft suite) and basic reporting/analysis
- Fluent in English
- French or Spanish is an asset
Company Overview
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