Client Success Consultant at Affinitiv

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Join our award-winning A-Team! 

Ready to produce exceptional results with exceptional people?  Get in touch, we would love to get to know you. 

Affinitiv is the largest provider of end-to-end, data-driven marketing and software solutions exclusively focused on the automotive customer lifecycle. Backed by 20+ years of automotive and marketing expertise, we pride ourselves on being the go-to experts in the industry. Not only do we work with over 6,500 dealerships and every major manufacturer in the country, we’re well-versed in OEM standards and the intricacies of a dealership or group’s local business.

The Client Success Consultant is at the center of the client engagement team and is responsible for establishing and building relationships throughout the client’s business to promote solution adoption and optimize performance, leading to client satisfaction and retention. Clients include automotive OEMs and franchised dealerships.  He/she/they ensure exceptional service and support, including light technical support, and consult with the client on cross-sell/upsell solutions to help drive their success.  The CSC serves as the hub for the client lifecycle, working in tandem with the account sales executives and various support and fulfillment teams, to support strategic account management, successful onboarding, ongoing training and support, and accurate fulfilment and billing.  Metrics for success include client satisfaction, concern resolution, and attainment of retention and growth goals.

Position Responsibilities:

  • Develop and manage client relationships with proactive outbound communications and prompt concern and support resolution to achieve client satisfaction and ensure breadth/depth of relationships within the accounts
  • Partner with Regional Executives (sales team) for assigned accounts, to develop strategies and operational support plans for proactive deal and client support experiences to attain recurring and transactional revenue retention and growth goals
  • Manage campaign order submission, launch, and communication across support teams to ensure compliance with SLAs for accurate, timely and efficient execution.
  • Conduct account optimization reviews monthly:
  • Review usage/adoption across all products and deliver/schedule training or systems updates as needed
  • Understand client goals and priorities and align performance management to meet client expectations
  • Suggest additional products or services (cross-sell/upsell) aligned to client needs
  • Gather feedback/input on products, features, new need identification or contact updates; compile and communicate via updates to Salesforce
  • Drive performance metrics and key performance indicators to identify account risks and develop share of wallet sales strategies; oversee timely conflict resolution to protect revenue
  • Assist with campaign performance reports, including but not limited to interpreting and applying analytical insights to optimize campaigns and programs.
  • Develop knowledge and ability to facilitate Affinitiv brand discussions internally and externally; value proposition and features/benefits of all Affinitiv products and services
  • Utilize expertise on products to provide light technical support and refresher training to clients

Position Requirements:

  • Bachelor’s degree preferred
  • 2+ years automotive-related experience preferred (e.g. automotive vendor, dealership, OEM)
  • 2+ years of experience in a marketing/sales/client support role that involves problem-solving, retention and growth metrics; ideally with digital media and software products (e.g.  advertising agencies, marketing technology provider, or digital media agencies)
  • Demonstrated acumen and self-managed organization skills for multi-tasking to balance client service and account performance optimization/growth
  • Strong interpersonal skills and ability to manage client and field sales relationships as well as partner across cross-functional teams to drive a cohesive Affinitiv experience
  • Strong communication skills, verbal and written, with the ability to create and deliver client presentations
  • Demonstrated ability to self-manage and multi-task across an assigned book of business, maintain a positive problem-solving attitude, work across functions with agility within a fast pace and changing environment.
  • Proficiency with Salesforce and Microsoft Office Suite (Outlook, Excel, PowerPoint, Teams, SharePoint
  • Occasional overnight travel may be required for client meetings (less than 5%)

Work from Here

At Affinitiv, we have the best of both worlds.   Our team members have embraced remote work and our Work from Here program allows for remote working and the utmost flexibility while keeping in person collaborating thriving in a safe work environment.   Our Work from Here approach gives team members a choice to work on campus or remote, leaders can hold in person or virtual team meetings to collaborate and cultivate relationships.

Affinitiv knows you have interests outside of work, which is why we offer a comprehensive benefits package that includes medical, dental, vision and 401K effective day 1 just to name a few.   We also offer generous PTO so you can enjoy off time with family and friends.   

At Affinitiv, we celebrate diversity, equality, and an inclusive environment.

Affinitiv is committed to providing an environment of mutual respect where equal employment opportunities are extended to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All aspects of employment are decided on the basis of qualifications, competence, merit, and business needs. Affinitiv is proud to be an equal opportunity employer.


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Technology we use

  • Engineering
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    • O365Email

Location

We are located in the southwest corner of The Loop, right on the river! Just over the bridge from Union & Ogilvie and a few blocks from two L stops.

What are Affinitiv Perks + Benefits

Affinitiv Benefits Overview

Every employee is valued at Affinitiv and our employee's health and well‑being are important to us. We are proud to provide employees and their dependents with valuable and significant benefits. You and your family have unique needs, which is why Affinitiv offers a variety of benefit plans from which you may choose.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Affinitiv's C -Suite is 38% diverse including our CEO, Sid Nair. Affinitiv recently launched a Diversity charter & Inclusion council to celebrate our differences, drive business success & have fun!
Diversity manifesto
Diversity Employee Resource Groups
The Affinitiv Diversity Council is BRIDGE: Building Real Inclusion via Deliberate Growth and Empathy.BRIDGE is a group of Affinitiv team members & leaders focused on diversity, equality & inclusion.
Hiring Practices that Promote Diversity
At Affinitiv, we celebrate diversity, equality, and an inclusive environment. Affinitiv is committed to providing an environment of mutual respect and where differences are celebrated.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
The purpose of the plan is to provide all employees at Affinitiv with a financial interest in the success of the company and to reward efforts in contributing to that success. We win together!
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
8 hours annually to get involved in your communities and make a difference
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Affinitiv partners with Perkspot so our employees can enjoy a variety of discounts including fitness!
Home Office Stipend for Remote Employees
$150 reimburesment
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

At Affinitiv, we embrace "work from here" culture, so wherever that might be we are open and flexible on work location arrangements during our core business hours of 8-5 CST.
Affinitiv also offers a discount program through PerkSpot, which offers Affinitiv employees 30,000 national and local discounts including mobile services, travel, health, food and restaurants, tech, wellness, financial services, gym memberships, and more!

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