Client Success Specialist for SaaS Start-Up Company | On-Site

Client Success Specialist for SaaS Start-Up Company | On-Site

We are looking for a detail-oriented Client Success Specialist to support our rapidly growing client base. This role will help reduce workload for our internal leaders by taking ownership of onboarding and training agents and their staff on our client's systems and processes.

The ideal candidate will have strong teaching or training experience (retired educators welcome), excellent communication skills, and the ability to confidently guide agents through technical and process-based learning sessions in a professional, client-facing environment.

Key Responsibilities
● Ensure agents and staff understand workflows and can confidently use the system:

Onboarding Sessions (Approx. 30 minutes per client)
● Conduct onboarding sessions via Microsoft Teams to set up new B File accounts.
● Collect and input clients’ scheduling links (Microsoft Bookings or Calendly) into their B File account.
● Guide clients through updates or changes to their scheduling links as needed.

Training Sessions (Approx. 1 hour per client)
● Deliver comprehensive training covering:
● Overview of B File’s platform and features.
● Step-by-step walkthrough of the Risk Assessment Calculator (screen share).
● Introduction to calling services.

One-Off Training Sessions (Approx. 30 minutes)
● Provide refresher training for agents and their staff.
● Deliver tailored training for individuals or small groups to address specific needs or
reinforce skills.
● Adapt delivery style depending on the audience to maintain credibility and engagement.

General Responsibilities
● Maintain professionalism and presentability on camera during Teams sessions.
● Establish credibility quickly with experienced, assertive agents by being confident, well-prepared, and fluent with material.
● Track completed onboarding and training sessions, providing feedback and insights to leadership for continuous improvement.
● Work closely with Jamie and the leadership team to ensure training content is accurate, consistent, and effective.

Requirements
● Education/Experience:
○ Background in teaching, training, coaching, or adult education
strongly preferred.
○ Insurance or call center experience is a big plus.

● Technical Skills:
○ Proficiency with Microsoft Teams and related software tools.
○ Strong computer skills, including the ability to navigate scheduling platforms (Microsoft Bookings, Calendly).
○ Ability to learn and confidently teach B File tools and calculators.

● Soft Skills:
○ Clear, professional verbal and written communication.
○ Strong vocabulary and ability to present confidently to experienced professionals.
○ Highly presentable and professional demeanor in client-facing interactions.
○ Adaptability to different audiences and comfort handling assertive participants.

● Work Schedule & Environment
○ Full-time role; schedule will include both traditional 9–5 shifts and later shifts (e.g., 11–7) to provide coverage for agents in different time zones (West Coast, Alaska).
○ Two 15-minute breaks and one paid 1-hour lunch daily.
○ Onsite role with consistent presence required.