Client Services Representative

• Manage support requests through email, phone, and chat channels
• Conduct troubleshooting calls, chats, and emails
• Interface with Product/Engineering to meet user needs
• Maintain the Knowledge Base/Help Center to empower self-service user experience
• Report on user interaction data from Support tools, including Zendesk
• Recommend software and process improvements to users
• Track client issues and resolutions
• Ensure high levels of customer satisfaction with every conversation
• Deliver white glove service to each client
• Advocate for clients and troubleshoot FiscalNote’s platform
• Identify issues and discuss enhancements based on client feedback

Client Support Associate

• Support Client Management initiatives by tracking open items related to key deliverables, status updates, and client communications
• Improve and automate reports to reduce manual data collection
• Maintain the Change Order Tracker and ensure timely updates
• Assist with preparation of client presentations
• Manage client administrative requests, including updated contract, staffing, and location information
• Track revenue pipeline and growth
• Track overdue invoices and outstanding payment status
• Create and validate invoices
• Analyze spending to control costs and identify cost leakage
• Track budget-to-actual performance, including revenue, budget, and BOI
• Support internal P&L reporting
• Analyze and review P&L, including R&R and costs
• Forecast revenue and GM
• Conduct monthly financial reviews
• Assist with entering and updating sales opportunities in Salesforce
• Maintain client information in Salesforce, including contacts and meetings
• Manage and track open contract, SOW, and change request items
• Review contract drafts for service accuracy and sufficient text for presentation to legal, pricing, tax, and operations
• Research client information and healthcare industry insights supporting revenue opportunities

Client Support Manager

• Handle customer queries via live chat and email
• Provide prompt, accurate, clear, empathetic, and professional responses
• Ensure a high standard of customer experience across interactions
• Follow defined SOPs, macros, tone guidelines, and workflows
• Troubleshoot customer issues and provide timely resolutions
• Escalate complex or unresolved issues to relevant teams
• Maintain detailed and accurate records of customer interactions
• Stay updated on product changes
• Collaborate with the team for smooth shift operations
• Proactively flag recurring issues to improve customer experience

Client Services Representative jobs in India

Client Support Associate

Client Support Manager

Global Client Support Associate