Novir is looking for a Customer SuccessSpecialist, you will be responsible for building and maintaining strong relationships with our clients, ensuring their satisfaction and maximizing their long-term value. In this role, you will play a key role in developing Novir’s client onboarding process, and you will serve as the primary point of contact for accounts, working closely with cross-functional teams to meet client needs and exceed expectations. The ideal candidate is a proactive and results-driven professional with excellent communication and problem-solving skills. 

What You'll Do:

• Continuously evaluate and adjust our client onboarding process as Novir continues to scale 
• Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners
• Lead the customer onboarding workflow and make recommendations for improving the onboarding process. 
• Develop and nurture strong relationshipwith assigned clients, acting as their main point of contact from onboarding through service completion
• Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction 
• Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients 
• Actively provide the sales team with insights and recommendations for the organization's growth and success. 
• Drive revenue growth by identifying upselling and cross-selling opportunities within existing accounts 
• Monitor account performance metrics, proactively addressing any issues or concerns 
• Conduct regular check-ins with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs 
• Collaborate with the sales team to identify and pursue new business opportunities within assigned accounts 
• Advocate for and represent the voice of the customer internally. 
• Ensure accurate and timely record-keeping of all client interactions, contracts, and sales activities in our CRM

Key Experience We're Looking For:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience) 
• 3+years' experience in client relations or management, preferably in a B2B environment 
• Demonstrated understanding of sales principles and techniques, with a track record of meeting or exceeding sales targets 
• Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment 
• Experience negotiating contract renewals with a solution-oriented approach. 
• Strong understanding of customer support strategies and best practices. 
• Experience working with CRM software and other relevant tools to manage and track client interactions 

Who You Are:

• You’re Driven: You are a self-starter, but aren’t afraid to ask for direction 
• You’re Analytical: You understand systems and reporting, and are able to critically analyze data 
• You’re A People Person – Customer service is at the core of everything you do, and you are a great partner both internally and externally 
• You’re Flexible: You are comfortable flexing outside your role, and thrive in a changing environment 

Perks of Working @ Novir:

• Competitive total compensation offerings 
• Generous paid time off policy 
• Medical, dental and vision insurance, some of which is covered by the company 
• Company provided Disability and Life Insurance
• Flexible schedule and work from home policy 
• A friendly office atmosphere in our office space in the heart of Milwaukee’s Third Ward 
• Opportunity to build something incredible while being surrounded by intelligent, hardworking and motivated coworkers