Melissa is a fast-growing software company and leading provider of global address verification and identity authentication solutions. We’re passionate about data quality and pioneering new ways businesses can achieve clean, accurate and trusted contact data to gain critical insight and drive meaningful customer relationships.
The Client Experience Representative is responsible for engaging with new and existing customers, ensuring customer satisfaction and performing light administrative tasks. The ideal candidate is data driven, self-motivated, detail-oriented, possess strong verbal and written communication skills. They are genuinely excited to help customers and can put themselves in their customer’s shoes to advocate to them when necessary. They contribute to creating and maintaining an excellent customer relationship standard throughout the entire customer lifecycle.
Your responsibilities (but not limited to):
● Manage and update client records in our CRM system with attention to detail and accuracy.
● Build strong relationships with clients by managing day-to-day communications, responding quickly to requests, and proactively reaching out for review performances, share insights, and align on goals.
● Set up, monitor, and optimize client programs in Hubspot, ensuring accuracy and troubleshooting issues as they arise.
● Analyze campaign performance and client feedback to deliver clear, actionable recommendations that improve outcomes.
● Build sustainable relationships and trust with customer accounts through open and interactive communication via CRM system, email, and phone calls.
● Create, maintain and generate customer review campaigns working closely with internal marketing and sales teams along with review platform vendors to translate results into business insights to drive brand awareness and success.
● Identify and assess customers’ needs to achieve satisfaction, gather customer feedback with surveys and/or reviews to coordinate case studies, success stories, testimonials and interviews.
● Serve as the connector between clients and internal teams, ensuring that client objectives are understood, priorities are aligned, and deliverables meet the highest standard.
● Collaborate across internal teams to refine processes, identify challenges, and recommend creative solutions that enhance both efficiency and client success.
Education and/or Experience:
● 1-2 years customer success experience in a professional setting.
● A strong communicator who builds confidence through responsiveness, clarity, and professionalism across email, phone, and Zoom.
● A customer-focused mindset with the ability to assess situations and respond appropriately
● Highly organized, able to juggle multiple accounts while still giving each client personal attention and care with a strong attention to detail
● Proficient in Microsoft Office, with the ability to manage data, build reports, and check for accuracy.
● Comfortable with Hubspot (or similar CRMs), and meticulous about keeping systems accurate and up to date.
● A proactive problem-solver who doesn’t just spot issues but takes initiative to resolve them and suggest improvements.
● Dependable and accountable, ready to take ownership, ask thoughtful questions, and make a meaningful impact in day-to-day client success.
Job Type:
This position offers a full-time hybrid schedule from Monday to Friday. During the initial 90 days, your commitment will be full-time in the office, making this opportunity ideal for local applicants within commuting distance.
Pay Range:
$45,760.00 - $52,000.00 per year / $22.00 - $25.00 per hour
Benefits:
● 401(k) with company match
● Medical, dental, and vision insurance
● Flexible spending account
● Life insurance, including company provided coverage
● Paid Holidays and personal time off
● Educational assistance
● Office lunch on select weekdays
● Haircuts and manicures
● Workout class with personal trainer
● Onsite EV charging
How to Apply:
Go to https://www.melissa.com/jobs/jobapply.aspx and provide your resume in PDF format. Please note that any self-identification information provided during the application process is confidential and will not be shared with hiring managers; or
Email your resume to jobs@melissa.com. Include your LinkedIn profile if available.
NO PHONE CALLS OR RECRUITERS
Melissa is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf
THIS CONTRACTOR AND SUBCONTRACTOR SHALL ABIDE BY THE REQUIREMENTS OF 41 CFR 60-300.5(A). THIS REGULATION PROHIBITS DISCRIMINATION AGAINST QUALIFIED PROTECTED VETERANS, AND REQUIRES AFFIRMATIVE ACTION BY COVERED PRIME CONTRACTORS AND SUBCONTRACTORS TO EMPLOY AND ADVANCE IN EMPLOYMENT QUALIFIED PROTECTED VETERANS. WE ARE A GOVERNMENT CONTRACTOR.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information. https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf
This employer may order an investigative consumer report on you from an investigative consumer reporting agency for employment purposes. Such reports may contain information about your character, general reputation, personal characteristics, and mode of living. As allowed by law, the reports may contain information regarding the following: criminal history; driving records; verification of your employment history, licenses, credentials and education; credit reports and history; government watch lists; address history; Social Security number validation; and other background checks.
