Client Success Specialist (North Carolina, USA)


Job Title: Client Success Specialist

Reports to: Client Success Manager

Location: North Carolina, USA

Purpose:

As a Client Success Specialist you will be a member of an international team working across multiple time zones, responsible for providing comprehensive client support in the use of our compliance management software, C2P, with the objective of optimizing customers’ levels of usage, adoption, and retention. We’re looking for an excellent communicator with a passion for solving problems whilst building and maintaining strong working relationships with customers. During the implementation phase the Client Success Specialist will support the client to ensure that the Software (C2P) is meeting their needs. In the post sales phase you will continue support and improve user experience in using C2P.

Key Responsibilities:

Service

  • Provide excellent support to Compliance & Risks’ clients, via email, phone and chat
  • Investigate and solve client user queries and issues by communicating how we can provide solutions
  • Escalate issues and opportunities so that they can be addressed as soon as possible
  • Proactively improve our clients experience in using C2P and related products and services
  • Identify, research and provide input on unique or recurring customer problems
  • Build a strong relationship, and a reputation for excellent service, with our clients in terms of user knowledge and problem solving

Client Success

  • Grow knowledge of each client’s practices, products, and compliance processes, adapting C2P to suit the client’s needs and increasing adoption of the system across the client’s user base
  • Use analytical thinking and tools to develop strategies in support of optimal usage of C2P based on client needs
  • Create and maintain custom C2P set ups to support targeted alerts

Training

  • Support prospective clients by leading them through C2P demonstrations and trials
  • Create and deliver advanced training programmes and documentation for new and existing clients, based on their needs

Processes

  • Contribute to the development of an innovative and user-centric client success structure for a dynamic and sophisticated client base
  • Support internal and external clients by creating relevant reports on request

Prior Experience and Qualifications:

  • 3-5 years experience in a fast-paced B2B client user success environment
  • Educated to degree level or equivalent
  • Ability to demonstrate technical aptitude in learning to use new software applications (CRM, ticketing, project management tools etc.), data analysis and problem-solving abilities
  • Ability to map and advise on Business Process Flows
  • Experience in Training Users on Business Applications
  • Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organizations
  • An ability to lead projects from conception to completion while hitting key success metrics by leveraging internal resources
  • Strong initiative with the ability to work independently
  • Experience in a compliance and regulatory environment is desirable
  • Experience in user onboarding tools and processes a plus

All applicants must apply using the RELEVANT LINK.