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Published 2023-04-15

Client Experience Specialist

Type of job: Remote
Country: Worldwide
City: Dallas, Texas
Company: inDinero

Description of the offer

Our clients are our most valuable asset and developing a trusted relationship is paramount to our success. The Client Experience Specialist, Team Lead will execute full client lifecycle management and is actively involved in all phases of post sale engagement which includes, quarterly business reviews, client renewals and client health initiatives. The CXS will possess excellent communication, project management, and customer services skills. As a trusted client partner, you are laser focused on a positive client experience above everything else.

This role sits within the Client Success Team and reports directly to our Director of Client Success.


  • Qualifications:
    • 2+ years in client success, client experience, project management, account management or equivalent history in client service role.
    • Excellent client management and project management abilities, are consultative and collaborative in nature.
    • Impeccable written and verbal communication skills.
    • Detail oriented and analytical.
    • Strong team player, thrives in a multi-tasking environment and can adjust priorities on-the-fly.
    • Consistently demonstrates a strong work ethic, a commitment to results, and a positive attitude
    • Comfortable under pressure and are adept at creative problem solving, setting and maintaining appropriate timelines, and communicating complex concepts to both internal and external stakeholders
    • Action oriented, capable of driving motivation and synergy across departments to accomplish a larger goal
    • Capable of leading highly effective interactions
    • CRM experience required.
    • Bachelor’s degree required.
    • Industry experience in accounting is a plus.

Required/Demonstrated Skills:

  • You possess impeccable relational skills and can create win/win environments for all parties that you work with.
  • You have a consultative approach and a collaborative nature, you enjoy building relationships.
  • You work with customers to ensure they are leveraging our services and technology solutions effectively and finding value in the service we provide.
  • An overall team player willing to jump and support wherever possible across all functional areas of the business.
  • Culture advocate, actively participating to ensure a team experience.

Duties / Responsibilities:

  • Responsible for client renewals, ensuring renewals, upsell, and expansion opportunities are provided and utilized with customers.
  • Helps to maintain above average industry average retention rates.
  • Manages client information preparing content, and regularly updating CRM and project work items in Karbon and Hubspot.
  • Manages project risk to ensure timely, on-budget project execution and closure of implementation and setup tasks.
  • Partner with colleagues to identify ways to continuously improve and streamline our service
  • Serve as a strong advocate for our clients to ensure Indinero maintains high customer satisfaction
  • Responsible for managing, delivering, and growing portfolio of all accounts
  • Drive progress toward business solutions that result in a win/win outcome for all parties involved
  • Serve as an escalation point for challenges that impact customer success, retention rates, and effectively escalate further to Director of Client Success
  • Partner with cross-functional teams to ensure our customer needs are met or exceed. This includes but not limited to, partnering with Sales teams, Service teams
  • Find creative solutions to both client and internal challenges, foster knowledge-sharing across all disciplines internally
  • Strong Advocate for a productive and empowering working environment
  • Will lead multiple projects at once and ensure strong integration across the organization
  • Maintain a strong working knowledge of all services engaging subject matter experts as needed
  • Perform regular health check meetings, business reviews, and internal reports for entire portfolio of accounts


  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Work From Home
  • Wellness Resources

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