About Harbor Compliance
Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We’re a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.
The Registration Specialist is dedicated to providing exceptional account management to clients post-onboarding. This role is essential in maintaining client loyalty, upselling services, and fostering long-term relationships. The Specialist acts as a trusted partner, ensuring clients achieve their goals with our services while minimizing any friction during their journey.
Key Responsibilities:
Client Retention:
- Achieve a gross retention rate of 90% for assigned accounts.
- Proactively engage clients to ensure satisfaction and address any concerns.
- Track client metrics and identify risks, initiating timely outreach to resolve issues.
- Drive client advocacy for our services, leading to new business referrals.
Client Growth:
- Achieve a net retention rate by encouraging upsells and cross-sells of additional offerings.
- Maintain accurate records of client interactions and deal statuses in HubSpot.
Client Experience:
- Guide clients through processes and timelines, ensuring clarity and support.
- Conduct quarterly impact reviews to demonstrate value and gather feedback.
- Connect clients with resources and partners as needed.
- Proactively address at-risk projects to maintain a 95%+ on-time filing rate.
Client Support:
- Meet service level agreements (SLAs) for response times and project turnaround.
- Maintain a 90%+ customer satisfaction (CSAT) rating.
- Gather and relay client feedback across departments to enhance services.
Communication:
- Foster a positive and helpful demeanor in all client interactions.
- Utilize effective communication channels and adhere to standard guidelines.
Key Criteria/Requirements:
- Education: High school diploma or GED required.
- Experience: Prior experience in a B2B sales or service role (e.g., Account Manager, Client Success Manager).
- Performance Metrics: Proven track record in client retention and revenue generation.
- Technical Skills: Strong computer literacy (CRM software, email, video conferencing, etc.).
- Interpersonal Skills: Patience, empathy, and effective conflict de-escalation abilities.
