SugarShot

Client Success Administrator

Full-Time in Phoenix, AZ - Remote OK - Associate - SugarShot Experience

Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is a cybersecurity company. We are growing quickly, have been honored on the Inc. 5000 3 years in a row, #1 on Clutch and have excellent opportunities for great people who are looking to change the world. Our name is unique, because our mission is unique, and so is our future.

In addition to great pay and benefits, we offer a flexible work environment, a super cool tech company vibe, continuing education and mentoring, comprehensive health benefits, 401K, profit sharing, free lunches, exciting events, and occasional video games in the late afternoons.

What's it like to work at SugarShot?


Overview

Client Success Administration at SugarShot is the practice of supporting our Client Success Team in delivering an excellent, memorable and on-brand experience to our Clients.

In this role, you will be responsible for providing communications, logistic, operational and analytic support to our Client Success Team and Clients to ensure that Clients' journey is an enjoyable and enlightening experience.


You Will Be Successful In This Role If...

  • You are highly detail oriented and care deeply about quality workmanship
  • You would enjoy reaching out to our Clients, asking questions and synthesizing information (this isn't cold calling, our Clients love us)
  • You can speak clearly and powerfully and be compelling over the phone or video chat
  • You have a positive attitude and are a humble Team player willing to learn and comfortable speaking up
  • Able to work under pressure with short and sometimes changing deadlines
  • You have excellent, thorough and methodical problem-solving skills and you enjoy not having loose ends
  • You are driven to do a great job and get tremendous sense of accomplishment from “doing things right”
  • You are good at building, maintaining and strengthening personal relationships
  • You have strong team-building skills and know how to draw on internal resources for success
  • You are highly knowledgeable about SugarShot’s products, services and capabilities
  • You can successfully engage in multiple projects simultaneously

    Responsibilities

    • New Client Onboarding
      • Create new client microboard
      • Assist with creation of onboarding/offboarding forms
      • Assist with onboarding tasks and deliverables
      • Ensure documentation passes from Sales team to Client Success team
    • Strategic Engagement Support
      • Maintain and organize internal documents
      • Provide research and insights into SugarShot/Client performance data
      • Assist with coordinating, scheduling, and follow-ups for strategic engagements
      • Prepare data for strategic presentations
      • Assist with Agreement Renewal Process
    • Internal Process Administration
      • Facilitate non-strategic client requests
      • Assist with procurement
      • Assist coordinating onsite visits
      • Assist with recurring audits
      • Assist with inside sales opportunities and verify client requests align with the SugarShot Product Catalog
      • Process and quote client requests
    • Reporting
      • Custom Client Reporting
      • Monthly/Quarterly Reporting
      • Performance Reporting
    • Relationship Management:
      • Assist in delivering performance improvement action plans
      • Help monitor service delivery commitments
      • Assist, maintain and drive improvement in CSAT & NPS response scores and rates

    KPIs

    • Processing Time for Non-strategic Requests
    • Monthly Reporting Completion Rate
    • Recurring Client Audit Completion Rate

    Requirements

    • 3+ years of customer service experience or executive administration
    • Willingness to call Clients, collect information and schedule appointments
    • Prior experience using a professional CRM system, Hubspot or Connectwise a plus.
    • Ability to speak clearly and powerfully and be compelling over a phone
    • Present well on video
    • Able to work under pressure with short deadlines
    • Positive attitude, a great team player and a sense of humor!
    • Comfortable with computers and Microsoft Office applications
    • Microsoft Teams and PowerPoint experience a plus


    Career Path Opportunities

    • Client Success Manager

    Timing

    • Q2 2021

    Benefits

    • Great pay
    • 1 month paid time off
    • Remote work opportunities
    • Fantastic team working environment
    • Continuing Education
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • HSA, FSA
    • 401K
    • Paid Holidays
    • Costco Membership
    • Gummy Bears
    • Lots more...