Client Success Specialist

Client Success Specialist

Location: Remote

Position Summary:

The Client Success Specialist role at Talogy is primarily responsible for ensuring the success of clients and colleagues through the implementation phases of client projects and throughout the business relationship with the client. People in this role are the front-line providers of excellent customer service to strategic clients and partners who are using Talogy systems. They work closely with other departments such as Sales, Consulting, Software Engineering and Product Management to ensure effective setup of client projects, and timely resolution of issues, complaints, and challenges.

Responsibilities:

The Client Success Specialist role has the following responsibilities:

Relationship Management

• Collaborate with account team members to determine and execute ongoing strategies with key accounts, including promoting value and identifying upsell/cross-sell opportunities.
• Maintain a detailed understanding of products and services, assist customers with questions, and contribute to needs analysis discussions for client opportunities.
• Build and maintain relationships with contacts; conduct quarterly check-ins to review usage.
• Respond promptly and professionally to requests for support, with the aim of ensuring satisfactory resolutions for all parties.
• Lead live calls and take emails from clients and managing them in a friendly and professional manner. Scenarios including (but not limited to):

Conduct regularly scheduled calls to ensure the health and satisfaction of the client.

– Answer general questions and requests for information about our services.

– Process one-off product purchases.

– Handle complaints or feedback on live projects.

Service Delivery

• Provide administrative support to client projects as assigned.
• Run managed-service projects on Talogy platforms with limited support, i.e. coordinating the setup of assessments for selection or development on behalf of clients to deliver an end-to-end service.
• Support clients with implementing their own assessment and development projects on Talogy platforms.
• Build tests. reporting content, and workflows on Talogy platforms and setting up client accounts.
• Report bugs or other software/product/platform issues and collaborating with teams like Software Engineering and Product Management to implement fixes for client projects.
• Meet service level agreements (SLAs) in their region.
• Follow processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce and OpenAir.
• Prepare scheduled data analysis/metric reporting for specific client and/or partner program requests.

Characteristics & Behaviors

The following characteristics and behavior patterns will maximize the Client Success Specialist opportunity for success at Talogy:

• Effective communication skills, both in written and verbal forms
• Excellent interpersonal skills, with a client success mindset
• Positive attitude, working with others to resolve problems
• Extremely organized, detail-oriented, and able to multi-task and prioritize workload in a fast-paced environment
• Professional and motivated to accept responsibility for issues as they arise
• Ability to work with limited supervision, with a high degree of self-initiative and motivation
• Excellent analytical and diagnostic skills with ability to formulate detailed actions

Skills & Experience

The following knowledge, skills and experience are utilized in the role of Client Success Specialist:

• Ability to build and maintain productive working relationships with business partners
• Strong technical skills and the ability to learn new systems and administrative portals quickly.
• Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.
• Previous experience in a client success/support, project management, or consulting role is preferred.
• Previous experience in the talent management and/or information technology/software industries is desirable but not required.

Education, Training & Other Requirements:

The following list itemizes additional requirements for the Client Success Specialist position:

• Bachelor's degree in business, psychology, or related field preferred, may consider relevant work experience.

Proven knowledge of various software applications including Microsoft Office Suite, Smartsheet, Zendesk, Jira, and Salesforce.