Client Success Specialist

at  Agility PR Solutions

WHO WE ARE:

Agility PR Solutions provides today’s communicators with powerful and intuitive media outreach, monitoring, and measurement solutions. For almost twenty years, Agility has helped clients from across industries and continents discover relevant journalists and influencers, make meaningful connections with the media, amplify their stories, monitor media coverage and social conversations, and report on the impact of their public relations activities. Agility is one of the fastest growing companies in the PR tech space and it’s recognized by users on G2 for ease of use, quick implementation, and outstanding customer service.
We are a remote-first company, with colleagues based across vibrant cities in Canada, US, the UK, Philippines and India. We are intentional in helping our teams realize their full potential, and continue to invest in their learning and development, career progression, offering competitive pay and benefits, enabling leadership and work environment.
About the Role:
Reporting to the Client Success Team Manager, the Client Success Specialist is in a critical client-facing position. Responsibilities include overseeing daily monitoring of media coverage for some of North America’s biggest companies and international clients, liaising with clients daily, preparing analysis reports, troubleshooting, and managing any ad hoc requests including crisis monitoring and one-off analysis reports.
The role also requires the Specialist to train, work with, and advise our overseas media monitoring team daily to ensure our clients’ needs and expectations are met.
As part of the Client Success Team, the Client Success Specialist participates in team meetings and collaborates on special projects. The successful candidate is flexible, has excellent written and oral communication skills, an eye for detail, and strong organizational, time management, and multi-tasking abilities.

WHAT WE NEED YOU TO BRING:

• Post-Secondary Diploma or Degree in a relevant field (Public Relations or Communications an asset).
• 1-2 years of customer service experience in a fast-paced, office environment.
• Adept at using and learning complex software, as well as adapting to any updates made within the platform.
• Comfortable working to tight deadlines and managing multiple competing priorities in an efficient and timely way.
• Learn new tasks and projects quickly with minimum supervision.
• Ability to work independently and produce creative solutions to complex problems.
• Excellent oral and written communication skills, able to interact with clients and overseas coworkers clearly and concisely.
• Ability to provide consultative customer service experience to clients via phone and email.
• Strong analytical skills.
• Superior attention to detail.
• Solid understanding of MS Office, particularly Excel, Word, and PowerPoint.
• Strong reading comprehension. Ability to quickly read text and decide on relevance/importance for each client based on their specific requirements.
• Available for flexible work hours - early mornings may be required.
• Previous media monitoring and/or data analysis experience an asset.

• Monitoring and training other teammates to monitor various content sources (Web, Print, social media, etc.), determine relevance of content, and create daily media briefs inside deadlines.
• Create well-written and accurate summaries or analysis reports in accordance with clients’ requirements and deadlines, as well as produce one-off reports and ad hoc tasks using raw data.
• Assist with the setup, onboarding and maintenance of multiple clients’ media monitoring and reporting requirements.
• Establish and maintain professional working relationships with clients.
• Where required, you will serve as their main point of contact via email or phone.
• Understand all deliverables on each of your accounts and the reason the client needs them.
• Effectively communicate and collaborate with our overseas analyst team to ensure the quality, accuracy, and relevance of all client deliverables.
• Proactively flag valuable information to the CSRM regarding your book of clients, including changes in logic, key terms, or the quality and type of coverage.
• Support other team projects and goals as required including, but not limited to major software transitions or internal training.
• Provide effective and frequent feedback to team members handling your account deliverables.
• Proactively complete Quality Assessment reviews each month.
• Clear documentation of all client contact using our CRM (Customer Relationship Management) tool, shared inbox, and SharePoint to ensure business continuity.
• Help support accounts outside of their dedicated portfolio as required to deliver desired retention and upsell goals.
• Stand in for colleagues to cover monitoring and client communications when they are unavailable.
• Take interest in our complete suite of products and services and work across functional areas to improve them.
• Effectively train internal team members and occasionally train clients on basic work within the platform.
• Other duties as required.