Red Oak is the industry’s first and only compliance connectivity platform purpose-built for the financial services industry. We specialize in advertising review, registration and licensing management, employee supervision, and content distribution; helping Wealth Managers, Asset Managers, Broker-Dealers and Banks reduce risk, drive efficiency, and stay ahead of regulatory demands.
Founded in 2010 by compliance and technology veterans, our mission is simple: to reduce regulatory risk, make the complex simple, and deliver best-in-class support to our clients. Today, more than 2,300 firms trust Red Oak to help them navigate compliance with confidence.
Objectives of the Role:
The Client Excellence Representative will be responsible for ensuring that our clients receive exceptional service and support throughout their journey with our products. This role is pivotal in driving client satisfaction, retention, product adoption and advocacy by developing and implementing strategies that enhance the overall customer experience.
This role is centered on cultivating strong customer relationships by maintaining regular communication and actively seeking feedback, they can promptly address concerns, fostering long-term satisfaction and loyalty.
The successful candidate will work closely with cross-functional teams to identify and resolve issues, improve product usability, and ensure that customer feedback is integrated into our development processes.
Key Responsibilities:
Client journey mapping: Analyze and map the Client journey to identify touchpoints and opportunities for enhancing the Client experience and define success metrics that drive our Clients’ business outcomes.
Client feedback management: Collect, analyze, and act on Client feedback through surveys, interviews, and other channels to continuously improve our products and services.
Client advocacy: Foster a culture of Client advocacy within the company, ensuring that Client needs and perspectives are considered in all decision-making processes.
Support and training: Proactively develop Client support and training initiatives, ensuring Clients have access to the resources and assistance they need to use our software effectively.
Issue resolution: Work with technical support and product development teams to address and resolve Client issues promptly and effectively.
Metrics and reporting: Develop and monitor key performance indicators (KPIs) related to Client satisfaction, retention, and product usage, and report on these metrics to senior management.
Process improvement: Identify and implement improvements for processes to enhance efficiency and effectiveness in Client support and service delivery.
Skills/Qualifications:
Experience: Minimum of 2 years of experience in Client experience, Client success, or a related field within the SaaS industry.
Education: Bachelor’s degree or comparable industry experience.
Technical skills: Proficiency in CRM software; Salesforce, Freshdesk, Zendesk preferred. Experience with project management methodologies and tools preferred.
Analytical skills: Strong analytical and problem-solving skills with the ability to interpret Client data and feedback.
Communication: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
Leadership: Proven leadership experience with the ability to inspire and build a team.
Client focus: Deep understanding of Client-centric practices and a passion for delivering exceptional Client experiences.
Work Structure
Red Oak values the energy and creativity that comes from working together in person. To support this cultural element, this hybrid role is based out of our Cedar Park HQ with a minimum of 3 days (Tues-Thurs) in the office each week. There is an estimated 10% travel requirement for onsite client meetings.
At Red Oak, we believe that our success is directly tied to the satisfaction and success of our customers. If you are passionate about customer satisfaction, have a knack for problem-solving, and thrive in a dynamic, fast-paced environment, we would love to hear from you. Join us and be a part of a team that is committed to making a difference for our customers every day.
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