Client Success Specialist

Position Summary

The purpose of this position is to pro-actively engage existing clients to advocate for their successful utilization of Technology Solutions offerings. This role will help resolve routine support issues, educate users in under-utilized areas of the solution, identify new opportunities for sales to expand services, and provide critical feedback to key stakeholders in respect to product issues, potential enhancements, and mitigation of risk to increase customer retention.

The Client Success Specialist is the continuous point of contact for clients. The Associate is expected to maintain a minimum of 90% account retention. 

• Client Success Specialist I - Primarily assigned to small to mid-sized clients.

Job Responsibilities

• Establishes and maintains relationships with assigned clients and manages client relationship.  Serves as the primary interface between J. J. Keller and the client, to inlcude such tasks as:
  • Frequently contacting assigned accounts to build/enhance relationships and clients’  understanding of the solution.
  • Educating clients on unused or misunderstood areas of the solution and best practices.
  • Promoting better adoption of enterprise solution with their organization.
  • Successfully transiting clients from implementation, ensuring training was successful and shoring up any gaps.
• Independently analyzes and resolves support issues in line with knowledge level.  Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
• Documents all calls (phone and emails) including contacts, suggestions and resolution to issues.
• Identifies product enhancements based on customer feedback for continuous improvement of the solution and provides feedback to key stakeholders.
• Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
• Conducts live demonstrations or webcasts for small and large audiences.
• Onboards new users to the system.
• Proactively identifies at-risk clients and develops strategies to improve satisfaction and retain the client.
• Regularly collaborates with Sales and Sales Leadership to provide visibility to client issues and promote future business.
• Collaborates with Product Support on strategic call campaigns related to system outages or technical errors.
• Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.  Adheres to the department's data security policies pertaining to Personal Identification Information.

Qualifications

Experience:

• 2+ years of customer service experience, preferably in a high-volume, service environment.
• Experience supporting mobile applications or cloud-based applications a plus.
• Experience with smartphone applications.

Education:

• High School Graduate or General Education Degree (GED).

Other Skills/Qualifications:

• Must be proficient in the use of a PC and MS Office Suite.
• Ability to learn and utilize a variety of software applications.
• Strong technical aptitude and interest.
• Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
• Effective time management to balance needs of escalated clients, while engaging with entire account base.
• Commitment to providing outstanding client service.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required, depending on assignment.