Full-time
Turnuptalent.com
Job Summary:
The Client Success Specialist plays a crucial role in establishing and maintaining strong client relationships to enhance engagement with services and products. This role involves designing and developing policies and procedures, conducting client training, diagnosing client concerns, and exceeding client expectations through effective engagement planning. The Client Success Specialist serves as the primary account manager, ensuring client satisfaction and compliance with regulatory requirements.
Essential Functions:
Knowledge and Skills:
- Client Engagement: Manage client assignments and engagements, ensuring clear communication of objectives, expectations, and KPIs.
- Reengagement & Training: Plan and execute reengagement strategies for assigned clients, including retraining and refresher courses as necessary.
- Subject Matter Expertise: Serve as the Subject Matter Expert (SME) in all client-facing applications and functionalities of key systems, supporting clients in understanding and utilizing these tools effectively.
- Client Implementations: Lead new client implementations by coordinating communication, planning, and problem-solving efforts, ensuring successful implementations within a target timeline.
- Consultative Services: Provide consultative services to clients, identifying root concerns and proactively addressing issues related to service usage and operational processes.
- Product Feedback & Enhancements: Contribute to system enhancements and participate in User Acceptance Testing (UAT), ensuring continuous improvement that aligns with client needs.
Problem Solving/Analysis:
- Systematic Problem Solving: Use a structured approach to identify underlying causes of client concerns, going beyond surface-level symptoms.
- Collaborative Solutions: Engage with both clients and internal teams to gather insights, creating well-rounded solutions that meet client needs and align with business capabilities.
- Anticipating Challenges: Conduct analyses and prepare for potential challenges by considering broader implications of proposed solutions.
Business Impact and Scope:
- Relationship Building: Build strong, trust-based relationships with clients, ensuring client satisfaction and long-term retention, contributing to sustained revenue and growth.
- Compliance & Risk Management: Develop and implement tailored policies and procedures, ensuring clients operate efficiently and comply with relevant industry regulations.
- Client-Focused Service Expansion: Identify opportunities for additional services and improvements based on client feedback, playing a pivotal role in driving business expansion.
Communication and Collaboration:
- Client Communication: Regularly interact with clients, providing clear communication on goals, expectations, and progress updates, fostering a collaborative partnership.
- Cross-Functional Collaboration: Work closely with internal teams, including product development, compliance, and customer support, to deliver effective solutions for clients.
- Issue Resolution: Address client concerns and escalations professionally, facilitating discussions that lead to effective solutions and maintaining positive relationships.
Influence and Interaction:
- Client Advocacy: Build trust-based client relationships through consistent communication and reliable service delivery.
- Internal Influence: Advocate for client needs within the company, ensuring alignment of internal priorities with client goals and contributing to continuous service improvement.
- Managing Expectations: Set clear objectives for clients, providing education on best practices and managing expectations through expert guidance and persuasive communication.
Supervisory Responsibility and Autonomy:
- Supervisory Responsibility: This position has no direct reports but influences cross-functional teams and client behavior through guidance, expertise, and leadership by collaboration.
- Autonomy: Operates independently, managing client portfolios and making decisions regarding client engagement, problem resolution, and service delivery with minimal supervision.
Qualifications:
Required Skills & Essential Qualities:
Technical Skills:
- Microsoft Office Suite: Advanced skills in Excel, Word, PowerPoint, and Outlook for analysis, reporting, documentation, and communication.
- System Expertise: In-depth understanding of client-facing systems, including features like due diligence, contract management, vendor selection, and reporting. Ability to train others and serve as an SME.
- Project Management Tools: Familiarity with project management software for planning, tracking progress, and managing client implementations.
- Data Analysis & Reporting: Ability to analyze data, generate reports, and offer actionable insights using various software tools.
- Software Implementation & UAT: Experience in implementing software solutions, including testing and troubleshooting new features to ensure alignment with client needs.
- CRM Systems: Familiarity with CRM tools to track client interactions, manage data, and monitor engagement progress.
Soft Skills:
- Effective Communication: Strong verbal and written communication skills to articulate ideas, expectations, and feedback to clients and internal teams.
- Relationship Building: Ability to build and sustain strong, trust-based relationships, fostering collaboration and client loyalty.
- Empathy & Client Focus: Ability to understand and empathize with client pressures, ensuring their needs are prioritized.
- Problem-Solving: A proactive approach to identifying solutions and addressing challenges with creativity and persistence.
- Critical Thinking: Ability to analyze situations holistically and make informed decisions after considering multiple perspectives.
- Time Management & Prioritization: Effective at managing time and prioritizing tasks to meet deadlines while handling multiple responsibilities.
- Adaptability: Flexible and able to adjust to changing client needs, industry trends, and internal processes.
- Attention to Detail: Strong attention to detail to ensure accuracy in client interactions, reporting, and regulatory compliance.
- Collaboration & Teamwork: Strong team player with the ability to work across functions to achieve shared goals.
- Negotiation Skills: Ability to resolve conflicts and negotiate mutually beneficial outcomes for both clients and the organization.
Education & Experience:
- Education: Bachelor’s degree or equivalent experience in business, project management, or a related field.
- Experience: At least 3-5 years of experience in client success, account management, or a related field. Experience with SaaS products, project management, or vendor management is a plus.
