Client Success Associate

Company: Apex Event & Party Rentals

Location: Remote (Latin America)

Type: Full-Time

Reports To: Owner

About Apex Event & Party Rentals

Apex Event & Party Rentals is a fast-growing Florida-based event rental company entering its busy season. We support weddings, corporate events, private parties, and large-scale gatherings.

We are not hiring a “task-taker.”

We are hiring someone who can own outcomes.

This is a revenue-driving, operations-accountable role that combines sales, coordination, customer experience, and quality control.

Role Overview

The Client Success Lead owns the entire client journey from first inquiry to post-event follow-up.

You will:

• Handle 30+ inbound calls per day during peak season
• Respond quickly and professionally to inquiries
• Build accurate quotes
• Upsell and increase average order value
• Coordinate execution with warehouse and dispatch
• Ensure every event runs smoothly
• Protect and elevate the company’s reputation

This is a profit-center role, not administrative support.

What Success Looks Like

Within the first 60–90 days, you should:

• Respond to new leads within defined SLAs (ideally under 5 minutes during business hours)
• Increase close rates
• Increase average order value
• Maintain a clean, disciplined CRM pipeline
• Reduce service errors through better coordination
• Generate more 5-star Google reviews
• Operate independently with clear decision-making authority

Key Responsibilities

1. Sales & Revenue Ownership

• Respond to inbound leads via phone, email, and CRM
• Conduct discovery (guest count, venue, logistics, budget, aesthetic preferences)
• Build accurate and consultative quotes
• Upsell premium items (chairs, linens, tents, accessories, delivery upgrades)
• Follow up consistently until closed or disqualified
• Maintain clean CRM stages and next steps
• Track pipeline performance and revenue metrics

2. Client Lifecycle & Operations Coordination

• Act as the single point of contact from inquiry to pickup
• Ensure contracts, waivers, and payments are completed
• Translate client needs into clear instructions for warehouse and dispatch
• Confirm delivery windows and logistics alignment
• Troubleshoot changes and handle exceptions
• Operate within defined escalation rules

3. Quality Control & Reputation Management

• Conduct post-event follow-ups
• Convert satisfied clients into Google reviews
• Handle service recovery within defined authority limits
• Log recurring issues and propose process improvements

4. Digital & Social Proof

• Curate event photos
• Write on-brand captions
• Coordinate photo collection and posting cadence
• Support consistent social proof generation

Ideal Candidate Profile

We are hiring a process owner, not a warm body.

Required Traits

• Near-native professional English (spoken and written)
• Strong customer service mindset
• Sales-oriented and commercially aware
• Comfortable handling 30+ calls daily
• Independent problem solver
• Stress-tolerant in time-sensitive situations
• Decisive and accountable
• Highly organized and CRM-disciplined

Nice-to-Have Background

• Event rentals
• Hospitality
• Logistics
• Service businesses
• Experience owning both sales and coordination
• CRM experience (HubSpot, Goodshuffle, or similar)
• Familiarity with integrated VoIP systems

Authority & Decision-Making

You will operate with:

• Defined discount authority
• Defined service recovery authority
• Clear escalation thresholds

We are screening for people who can own outcomes without escalating everything.