LifeLabs Learning is hiring a
Client Support & Success Coordinator

Summary

Join LifeLabs Learning as a Client Support & Success Coordinator to provide outstanding support to clients, create client enablement materials, and liaise with internal teams to ensure an effective and streamlined client experience.

Responsibilities

• Provide outstanding support to clients to support in client retention
• Maintain expertise over our product offerings, supporting technologies, and their functionality
• Coordinate with Product Operations for onboarding support (i.e. logistical tasks - invoicing, scheduling, onboarding, travel, etc.)
• Handle all post-onboarding client requests for product support as needed during the course of the program
• Respond to all client and Labmate communications with clarity, accuracy, simplicity and warmth in line with our Service Level Agreements (SLA’s)
• Review, route, and respond to submissions to our product ticketing system
• Answer client questions and loop in the appropriate collaborators when needed
• Communicate client policies accurately
• Troubleshoot reported issues related to products and product systems and follow up with Clients to ensure that reported technical difficulties have been resolved
• Lead or attend client calls for support as needed
• Manage and execute on emergency communications to our clients in response to world events, security issues, or other urgent matters
• Guide new sponsors through an onboarding experience and support returning clients in deepening their product adoption
• Create and maintain multi-media content for client enablement purposes (e.g. knowledge base articles, presentations, etc.)
• Plan and hold client events and community programming to
• Educate clients on how to get the most ROI for our product offerings
• Support our go-to-market strategy
• Create Learner & Sponsor sentiment & satisfaction reports and identify clients trends and patterns for reporting and future product development
• Collaborate with Client Support, Client Operations and the BD teams as needed to identify content needs for clients and learners
• Support external product communication across multiple channels (e.g. email, Slack, live presentations, etc.)
• Support the maintenance of Client Success and Support playbooks and product resources (videos, product descriptions, etc)
• Assist with a variety of special projects in collaboration with our Director of CS and others
• Spot inefficiencies and look for opportunities to streamline, improve, and scale our processes
• Write a clear definition of “done” and success metrics for every project
• Involve Labmates who may be impacted by your project
• Always Be Learning: seek feedback from your collaborators and project sponsors