Skip to main content

Client Success Specialist

The Client Success Specialist will work under general supervision, reporting to the Customer Experience (CX) Manager. This individual will perform duties as assigned, assist in a wide variety of projects, reporting, training, call quality monitoring and related work as required. This is a non-supervisory, hourly position and may require a work schedule adjustment from week-to-week as needed to accommodate clients in their time zone, up to and including some travel, as needed. This is a remote-friendly position.

How you will make an impact:

  • Collect, summarize, and analyze information and statistics on existing facility business rules and call statistics
  • Participate in organizational and procedural reviews and the preparation of reports and manuals
  • Participate in reporting status updates and reports to Management in weekly meetings
  • Conduct surveys and perform analysis of QA results for existing facilities
  • Participate in the design of forms and assist with the implementation of systems and processes
  • Analyze call volumes and create estimates with suggested new call bucket plans
  • Assist with Implementation onboarding and set-up

General Responsibilities:

Responsible for overall client success through:

  • Maintaining or developing a relationship with specific key accounts by monitoring service delivery, communicating between various internal departments and the clients, advocating for the client
  • Effective client communication to include training, reporting updates, call analysis, bucket size review, quality service surveys, and reviewing for add-on services as needed
  • Working with the Implementation Specialist to improve processes to scale with the client base growth and to assist with new Implementations
  • Conduct regular QA reviews monthly to ensure continued success
  • Ensuring client communication flows are established and utilized between departments within the organization – this position is a conduit of client information between all areas of the business
  • Completing call bucket audits monthly and creating quotes for suggested changes

Manage the facilities for key accounts by:

  • Reviewing dashboard metrics weekly and reviewing anomalies to be addressed with Facility Managers
    • Issues that are causing extra calls to the Call Center (i.e. signage on machine needs update, rate changes, rule changes, etc.)
    • Providing reporting analysis, to show trends and help recommend bucket size changes, etc.
  • Working with the Facility Manager and Call Center Managers to address procedural concerns
    • Ensuring accurate business rules are maintained in the Parker Platform, by reviewing calls to ensure quality, and adherence to client requests and business rules
    • Update business rules to clarify procedures
  • Help keep a pulse on client satisfaction by providing regular surveys and reporting client success measurements
  • Work in the Call Center one day a month to understand flow and be able to help be a liaison between the call center and client

What you bring to the table:

  • Degree in Business Administration, Communications, Marketing, Sales, CX or related field and/or commensurate on-the-job experience.
  • Experience in Customer Experience Strategies, Client Success Planning, Project Management or related Customer Service experience.
  • Self-starter, entrepreneurial, strategic planner with proven ability to drive projects to completion
  • Ability to handle multiple competing priorities in a fast-paced environment
  • CCXP or CXS certificate is a plus

Culture Fit:

We believe strongly in hiring individuals that align with our core values:

  • Honesty and Integrity
  • Goes above and beyond
  • Excellence in Communication
  • Critical Thinking
  • Noble Intent
  • Servants Heart

Represent these core values to co-workers, leadership, facility contacts and facility customers.

Note: this is a remote-friendly position.