Client Success Consultant

Position: Full time – Permanent
Location: Washington D.C / Maryland
Reporting to: VP Client Experience

Who are Passle?

Passle is a rapidly growing software company that provides the leading Content Marketing Platform for Professional Services Firms. The Passle software makes it easy and efficient for knowledge-rich professionals (like Lawyers & Consultants), to publish content online that positions them as credible experts and drives business growth. We work with some of the world’s largest law and professional services firms with clients including the likes of Reed Smith, Deloitte, Linklaters, AlixPartners, Norton Rose Fulbright, Foley & Lardner, and DLA Piper.

What does the role involve and what could you be doing?

Passle has recently expanded into the United States, and we are looking to rapidly grow out the team with additional expertise in the field of Client/Customer Success. As our US client portfolio continues to increase, we are looking to hire a Client Success Consultant who will work closely with them and help demonstrate how to get the very most out of our superb product and the benefits it can have on them as an organization. We are looking for someone who has a consultative and high touch approach, who can guide our clients throughout the whole user journey, who can advise on best practice, lead on post-implementation engagement and ensure strategic and operation integration with the ultimate goal of successfully retaining our clients and helping them in the continued growth of our client base.

This individual will be expected to deliver in-depth training and offer valuable insights to help our clients maximize their use of Passle. This person will gather and articulate back their client successes using a range of mediums such as presentation, case studies, numerical data and testimonials. Ultimately, this person will demonstrate themselves as being a highly trusted advisor to their clientele, nurturing strong and healthy relationships with their stakeholders to drive engagement and contract renewal.

For the right individual, they will be given ample training opportunity, not only from the moment they join with us but throughout their Passle career. Upon joining, the successful person will come to learn the product intimately, as well as be introduced to the wider business and teams to get a thorough understanding as to how our business is structured and how the different teams work closely with one another, particularly with our parent company in the UK.

For the right person, who demonstrates hard work and commitment, they will be offered plenty of opportunities, such as taking on and managing much larger client accounts with greater responsibility. We are also looking for future leaders, who would be able to help mentor/manage new recruits to the Client Success team as our business continues to rapidly grow across the United States.

Your responsibilities shall include:

Consult and train clients virtually and in person to ensure they understand the value and are confident in using all aspects of the software and implementing it across the organization
Manage client accounts and deliver exceptional service to clients
Ensure our clients’ success by helping them get the most out of the product
Liaise with technical teams to manage clients’ technical queries
Be a Brand Ambassador for Passle and help shape the business and tech
Attend various networking events to engage with industry leaders, clients, and stakeholders
Prepare regular feedback for clients on their progress with Passle, making recommendations where improvements can be made both in the short and long-term
Gather and analyze data insights and present feedback to the clients in an engaging and inspiring way
Advise, articulate, and present about Passle’s products and services
Work closely with internal teams across wider Passle business (Commercial, Client Success, and Technical) to ensure clients have the tools they need to maximize their return on investment
Work closely with clients to ensure Passle is built into their firms’ long-term strategy
Work with sales to discover new opportunities to expand/renew existing accounts

Who are we looking for:

We are looking to hire someone into this role who can demonstrate good commercial acumen and who ideally comes with some prior Client/Customer service experience. The right person needs to demonstrate an interest in who we are and what we do. They must also really want to join a fast-paced, rapidly growing SaaS business and want to be an integral part in its continued success and business expansion across the United States.

We are looking for someone who can demonstrate intellectual curiosity, who is hungry to learn and up for a challenging and rewarding role. The role requires someone who is extremely hard working, who is customer-focused and someone who strives for nothing less than perfection in everything they do. We require someone who is a strong team player, who is kind, collaborative and supportive to the peers around them.

Alongside this, there are several other core skills, strengths and behaviors that would greatly benefit this role that we are keen to seek out:

Innovative mindset and interest in the Tech world
Enjoys driving change and being disruptive
Strong communication skills – able to engage in effective conversations with clients
Consultative approach – able to work closely with clients, offering expert advice and guidance in a constructive and professional manner
A natural relationship builder – able to quickly and confidently forge new relationships built on trust and honesty
Detail oriented and analytical mindset – able to use data to analyse, fix problems and use as part of presentations
A stickler for process and enjoys thinking of ways to improve things/processes
Problem Solver – ability to think outside the box
Ambition and eager for progression as our business continues to grow
Self-starter attitude and success driven

What’s in it for me and how will Passle help me to succeed?

We are extremely focused on helping and supporting our employees to develop and succeed. To help achieve this, we offer full and extensive training upon your induction into the business. The successful incumbent will be working with real client challenges from day one, facing off to some high-profile names in the world of professional services. This person will be working with well esteemed colleagues and peers, who will share with you their wealth of knowledge and experience to support you in every step of your professional journey. They will be joining an already successful, fast-growing business which has huge ambitions and an exciting future in the United States. There are real opportunities for this person to come in and become a big influence in the continued success of Passle and help carve out an exciting road ahead for both themselves and the wider business.

In return for the hard work and dedication, Passle is offering a competitive base salary, Company Share options, Health Insurance, Company bonus & 401K. You will also receive a whopping 25 days PTO (in line with our UK holiday benefit). We also operate a flexible working capacity. To add to this, we provide flexible working arrangements and encourage a healthy mix of working from home vs meeting up with your colleagues in one of the many Wework offices across the city.

About Us

At Passle, we believe in embracing diversity in all its forms and fostering an inclusive environment for all people to do their best work with us. We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, neurodiversity status or disability status.

Diversity and inclusion are a priority for us, so we need to attract the best talent and create an environment that supports and includes them.

Interested in applying?

Send your CV and a short paragraph about why you think you’d be a great fit for this role to our People & Talent Lead, Sarah! Email – talent@passle.net