Client Experience Representative

Melissa is a fast-growing software company and leading provider of global address verification and identity authentication solutions. The Client Experience Representative is responsible for engaging with new and existing customers, ensuring customer satisfaction, and performing light administrative tasks while contributing to excellent customer relationship standards throughout the entire customer lifecycle.

Responsibilities

• 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

Skills

• 1-2 years of 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

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 a personal trainer.
• Onsite EV charging.

Company Overview