Associate, Client Engagement & Delivery

Laudio is a fast-paced, high-growth SaaS company looking for an entry-level dynamic team member in Client Engagement & Delivery. The Associate, Client Engagement & Delivery, is responsible for providing day-to-day support for Laudio implementations and the platform’s users, ensuring on-going user satisfaction.

Reporting to the EVP of Client Engagement and Delivery, Laudio’s Associate, Client Engagement & Delivery will support data entry and coordination efforts for Solution Delivery implementations, field client new user access requests, promptly respond to user complaints or issues, communicate user complaints to Laudio’s engineering team, track platform incidents, and escalate user issues as required to the CE Managers and/or CE Directors as required.

These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey. The Laudio Associate, Client Engagement & Delivery is generative, process-oriented, solutions-focused, and is driven by achieving client goals and organizational metrics, while delighting our users.

Responsibilities include:

1. Be the first line of support for our users by owning our support and ticketing processes, including 1:1 user training when necessary.
2. Develop foundational knowledge of Laudio’s platform, including basic features and functionality required to provide first level support for users.
3. Develop mastery of Hubspot data entry, ticket management, and response time/reporting
4. Resolve basic administrative user requests (activate/deactivate user accounts for example).
5. Investigate, triage, and escalate cases from external and internal stakeholders.
6. Partner with Engineering in investigating and triaging issues.
1. Categorize incident level based on company policy. Work with EVP of Client Engagement, appropriate CE Director and CE Manager when incidents do not conform to policy for resolution with Engineering.
7. Support data entry and coordination efforts for Solution Delivery implementations.
8. NPS - ensure the delivery of user NPS surveys at the appropriate time.
9. Deliver on-going client reporting. Prepare appropriate leader reports for clients. Ensure reports are delivered to clients on promised schedules.
10. Identify trends, common patterns across client users, and use this information to collaborate with other Client Engagement and Product team members to enhance customer experience.
11. Inform CE Managers and appropriate CE Director of the expected time to resolve issues so that expectations can be clearly communicated to client leadership as appropriate.
12. Provide coordination and admin support (scheduling, client presentations, reporting, etc.) for CE Managers, Solution Delivery Managers and CE Directors.
13. Key metrics to be achieved will include timely resolution of support tickets consistent with Laudio’s SLAs, completion and certification of Laudio Leadership Lab content, completion of appropriate Hubspot training, on-time delivery of reports to clients, timely meeting scheduling and admin support for CEMs, SDMs, and CEDs.

Requirements include:

• Bachelor’s degree
• 1-2 years of relevant experience in a customer experience/implementation role required
• Strong analytical skills
• Strong communication skills, highly organized and able to prioritize and multitask
• Self-driven and proactive while working in a remote environment
• Data-savvy: able to thrive and contribute in an organization that makes decisions based on data and analyses
• Experience with HubSpot CRM and project planning software is preferred