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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-started, entrepreneurial, strategic planner with proven ability to drive projects to completion
  • Ability to handle multiple competing priorities in a fast-paced environment
  • CXPA 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.