Client Success Specialist

📋 Description

• Take charge of a dedicated portfolio of client relationships, utilizing a vast network of cross-functional colleagues and serving as a subject matter expert for the client.

• Responsible for exercising broad judgment to oversee and manage the issue resolution process for clients and their policyholders starting from the initial contact.

• Influences both internal and external partners by addressing their concerns, investigating the issue, and identifying potential solutions promptly.

• Cultivates strong client relationships by being consistently responsive and accessible.

• Communicates proactively and effectively with clients, policyholders, and internal partners to keep them updated on critical issues and proposed solutions.

• Implements business processes and generates or requests reports as required by the client.

• Records all client/customer interactions in Salesforce and utilizes this data to identify service gaps and trends by client.

• Performs root cause analysis and collaborates with internal partners to enhance processes, scripting, and systems to improve the client experience.

• Ensures ongoing customer satisfaction and loyalty while also enhancing profitability.

⛳️ Requirements

• Bachelor's Degree or equivalent experience

• 4-6 years of experience in Customer Service or a related field

• Strong focus on client service and relationship management (High proficiency)

• Excellent written and verbal communication skills (High proficiency)

• Ability to maintain effective interpersonal relationships and collaborate across internal and external teams (High proficiency)

• Self-starter with a robust work ethic and the capacity to multitask (High proficiency)

• Develop a comprehensive understanding of internal resources and know when to leverage them (High proficiency)

• Ability to recognize, analyze, and resolve a variety of issues (High proficiency)

• Proficiency in Microsoft products such as Word, Excel, and PowerPoint (Medium proficiency)

• Familiarity with Salesforce (Low proficiency)

🏝️ Benefits

• Health insurance

• 401(k)

• Paid time off

• Flexible work arrangements

• Professional development opportunities