Job Description

About the Company

At Velocity, we’re on a mission to empower small and medium-sized businesses to reach their full potential through innovative marketing tools and tailored solutions. From payment processing to customized strategies, we help our clients grow, connect, and succeed in competitive markets. As a company, we pride ourselves on being collaborative, innovative, and client-focused. Our core values—determination, honesty, transparency, and personalized client attention—guide every interaction and decision we make.

About the Role

We are searching for a dynamic, solutions-oriented Client Care Specialist to be the voice of Velocity for our clients. If you thrive on building meaningful relationships, solving challenges, and contributing to client success, we want you on our team!

Responsibilities

Client Relationship Management:

• Act as the primary point of contact for a portfolio of clients, providing proactive and responsive communication.
• Build and maintain trusted relationships, ensuring clients feel supported, valued, and confident in Velocity’s solutions.
• Educate clients on best practices and the full scope of our services to maximize the value of their partnership with Velocity.
• Issue Resolution and Support:
• Diagnose and troubleshoot client issues, delivering clear and actionable solutions or escalating to the appropriate internal teams.
• Take ownership of client concerns, providing timely follow-ups and ensuring every issue is resolved to the client’s satisfaction.

Client Success Advocacy:

• Monitor client performance metrics, identifying opportunities to improve outcomes and recommending additional services to meet their business objectives.
• Conduct periodic check-ins and account reviews to ensure clients are achieving their desired results.
• Champion the client’s voice internally, advocating for improvements and enhancements based on feedback and data.

Collaboration and Documentation:

• Partner with cross-functional teams—including sales, marketing, and product development—to deliver seamless client experiences.
• Maintain detailed and accurate records of client interactions, preferences, and progress using CRM tools.
• Contribute to the continuous improvement of client care processes and procedures.

Qualifications

Proven success in a client-facing role, such as client care, customer success, or account management (2+ years preferred).

Required Skills

• Exceptional verbal and written communication skills, with the ability to explain complex concepts in a clear and relatable way.
• Adept at managing multiple priorities and maintaining organization in a fast-paced environment.
• Demonstrated ability to resolve conflicts and deliver creative solutions with empathy and professionalism.
• Strong technical aptitude, with familiarity in marketing tools, payment processing, or digital advertising being a plus.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and other client management tools.
• Team-oriented mindset with a passion for collaboration and a commitment to continuous learning.

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