Remote
About Aspira
For more than 40 years, Aspira has been the market-leading provider of software and services that help public agencies protect natural and cultural resources while making them accessible for all. Our platform supports everything from campground reservations to hunting licenses, helping millions of people discover, enjoy, and care for the outdoors.
We share our client partners’ mission: to steward resources for future generations, create opportunities for genuine enjoyment of the outdoors today, and expand access so more people can experience its benefits.
Aspira is transforming its technology and service model to give agencies more capacity and insight—streamlined tools, smarter automation, and better connections with their communities. Our goal is simple: make it easier for our clients to conserve what matters most and for their customers to enjoy it to the fullest.
The Ideal Candidate
Our Private and Local Government division is looking for a Client Success Associate to work directly with new and existing clients to provide product training and onboarding, implementation and client support. This customer-focused, intelligent, empathic, and friendly individual will be a customer advocate supporting two online campground reservation software and will act as the primary contact for key segments of customers. Superb ability to interface with Sales, Support, Product, and Executive Teams are required. This is a fully remote role that works with a remote team. This position will focus on achieving high customer satisfaction on all service level metrics. If you resonate with supporting technology and customers in achieving outdoor experiences, this position is for you.
What does a Client Success Associate do?
Own the Full Client Lifecycle – we build relationships for life
- Be a customer advocate from day one by managing the full client lifecycle, ensuring clients have a superb experience from sales hand-off through implementation to renewal
- Obsessively monitor your segment’s health, maintaining regular communication with all clients and conducting Quarterly Business Reviews as appropriate
- Advocate for client needs and liaise with Sales, Implementation, Customer Support & Development to ensure clients have optimal experience
- Proactively coordinate resolution to any client issues you uncover – identifying the correct person or resource to fix the issue, and proactively suggesting resolutions where none exist
Help Our Clients Grow – we succeed when our clients succeed
- Maintain and grow your book of business – both through retention efforts and through uncovering upsell opportunities
- Quickly identify client objectives and priorities to proactively suggest opportunities for optimization or improvement
- Interface with Sales by identifying upsell opportunities that will help clients better meet their objectives as they grow with our software
- Ensure clients are using Firefly Reservations to its fullest extent by identifying opportunities for further training and/or feature adoption
Key Responsibilities
- Develop deep knowledge or and relationships with clients in your segment
- Acknowledge all client concerns within 1 hour of receipt
- Keep accurate records, including documented client service actions and discussions
- Ensure that 100% of interactions/sales are accurately recorded and follow ups scheduled
- Continue product expertise by updating job knowledge, education training, and maintaining personal networks
- Take on additional responsibilities and projects as needed
Qualifications
- 2+ years working in client success, technical account management or a related field
- Strong written and verbal communications
- Experience successfully collaborating with and influencing cross-functional stakeholders and executives
- Timeline and process-driven while managing multiple clients, tasks, and projects
- Deep knowledge of tools and best practices in client success. Knowledge of HubSpot CRM is a big plus
- Experience working at a Software and/or SaaS company in a client success function
- General knowledge of business and accounting flows and transactions.
- Excellent problem-solving, communication and, interpersonal skills along with patience, a client-friendly attitude, and the ability to work in a team environment
- Strong work ethic and high level of initiative and efficiency
- Ability to learn quickly in a self-directed environment with minimal supervision and limited processes
- Client and team focused attitude
- Ability to adapt to change
- Pride in your attendance and punctuality
- Ability to change priority and go from task to task quickly and efficiently
- Ability to manage multiple high priority issues simultaneously
