Work Setup: Onsite at The Sanctum, SM - North EDSA, QC
Schedule: 8:00AM-5:00PM (EST); M-F
Start Date: ASAP
The Customer Success Specialist is the primary point of contact (POC) for clients, and as such, is responsible for providing exceptional customer service and relationship management. This includes conducting educational meetings for client companies, processing renewals and quarterly calls, and managing a dedicated client workload. The Customer Success Specialist must possess in-depth knowledge of various plan designs to effectively address client inquiries and resolve issues within the CRM promptly. This position requires the ability to travel to client sites within New England and maintain schedule flexibility.
What does a day in the life of a Customer Success Specialist look like?
Client Relationship Management
- Retain and expand existing client relationships by delivering exceptional customer service.
- Serve as the main point of contact for employers and participants who have questions about the system or their benefits.
- Maintain comprehensive knowledge of plans, applicable laws, and regulations to communicate clearly and accurately with clients.
- Provide prompt and efficient responses to client inquiries (same-day turnaround).
Broker Relationship Management
- Serve as the primary point of contact for brokers who have questions about their clients, books of business, and benefits.
- Provide prompt and efficient responses to broker inquiries (same-day turnaround).
Cross-Departmental Collaboration
- Collaborate effectively with internal resources across departments to provide accurate information and comprehensive support to clients.
Case and Queue Management
- Process and resolve cases within the CRM.
- Work collaboratively with Client Relations team members to ensure timely and effective case resolution.
- Maintain accurate and detailed documentation of case notes and communications within various systems.
Client Renewals
- Manage and process client renewals as assigned.
- Distribute renewal documents in a timely manner.
- Ensure the prompt return of documents through consistent and timely follow-up.
Educational Meetings
- Conduct educational meetings at client sites.
- Travel to client locations as needed.
- Deliver engaging verbal and/or multimedia presentations to employees regarding their benefits.
- Address participant and POC questions about benefits and plan options.
- Encourage and motivate enrollment in company plans administered by client through positive and informative presentations.
Client Follow-Up and Satisfaction
- Follow up with clients regularly to ensure their satisfaction.
- Conduct quarterly calls as assigned.
- Proactively engage POCs in conversations to identify additional needs and potential solutions that client can offer.
Quality Control
- Review all major deliverables to guarantee adherence to quality standards and client expectations.
- Communicate any issues or concerns to the Client Relations Manager.
- Ensure the completion of all processes and procedures.
General Duties
- Complete special assignments and projects as directed by the Client
Relations Manager or the Executive Team
- Identify trends and provide insights to support client retention and growth initiatives.
- Assist with customer service calls and meetings during peak times
Client Responsiveness and KPI Maintenance
- In addition to the responsibilities outlined above, the CSS is expected to promptly respond to clients and maintain key performance indicators (KPIs).
- Responding to all client inquiries within the same business day
- Resolving client issues in a timely and efficient manner
- Maintaining a high customer satisfaction rating
- Meeting or exceeding all KPIs, such as average handle time and first-call resolution rate
- The CSS will work closely with the Client Relations Manager to track and monitor
- KPIs and ensure that the team is meeting or exceeding expectations.
What are the required qualifications of a Customer Success Specialist?
- College Level or equivalent/relevant experience
- Proficiency in Microsoft Office Suite, Google Workspace.
- Minimum of 2 years in a customer success specialist role
- Exceptional interpersonal, communication, and presentation skills.
- Proven ability to manage complex client relationships
- Ability to speak confidently and professionally in front of large audiences.
- Ability to customize and prioritize activities to achieve specific goals.
- Ability to work effectively under pressure.
- Strong initiative and resourcefulness.
- Excellent organizational skills.
- Outstanding interpersonal skills.
- Exceptional work ethic, ability to perform under pressure, meet deadlines, and demonstrate enthusiasm towards colleagues and clients.
- Able to self motivate
Ninja Perks and Benefits
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space
- Free lunch provided daily
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/pfiZlBCTWXXq7Xko6lLAY
Work Setup: Onsite at The Sanctum, SM - North EDSA, QC
Schedule: 8:00AM-5:00PM (EST); M-F
Start Date: ASAP
The Customer Success Specialist is the primary point of contact (POC) for clients, and as such, is responsible for providing exceptional customer service and relationship management. This includes conducting educational meetings for client companies, processing renewals and quarterly calls, and managing a dedicated client workload. The Customer Success Specialist must possess in-depth knowledge of various plan designs to effectively address client inquiries and resolve issues within the CRM promptly. This position requires the ability to travel to client sites within New England and maintain schedule flexibility.
What does a day in the life of a Customer Success Specialist look like?
Client Relationship Management
- Retain and expand existing client relationships by delivering exceptional customer service.
- Serve as the main point of contact for employers and participants who have questions about the system or their benefits.
- Maintain comprehensive knowledge of plans, applicable laws, and regulations to communicate clearly and accurately with clients.
- Provide prompt and efficient responses to client inquiries (same-day turnaround).
Broker Relationship Management
- Serve as the primary point of contact for brokers who have questions about their clients, books of business, and benefits.
- Provide prompt and efficient responses to broker inquiries (same-day turnaround).
Cross-Departmental Collaboration
- Collaborate effectively with internal resources across departments to provide accurate information and comprehensive support to clients.
Case and Queue Management
- Process and resolve cases within the CRM.
- Work collaboratively with Client Relations team members to ensure timely and effective case resolution.
- Maintain accurate and detailed documentation of case notes and communications within various systems.
Client Renewals
- Manage and process client renewals as assigned.
- Distribute renewal documents in a timely manner.
- Ensure the prompt return of documents through consistent and timely follow-up.
Educational Meetings
- Conduct educational meetings at client sites.
- Travel to client locations as needed.
- Deliver engaging verbal and/or multimedia presentations to employees regarding their benefits.
- Address participant and POC questions about benefits and plan options.
- Encourage and motivate enrollment in company plans administered by client through positive and informative presentations.
Client Follow-Up and Satisfaction
- Follow up with clients regularly to ensure their satisfaction.
- Conduct quarterly calls as assigned.
- Proactively engage POCs in conversations to identify additional needs and potential solutions that client can offer.
Quality Control
- Review all major deliverables to guarantee adherence to quality standards and client expectations.
- Communicate any issues or concerns to the Client Relations Manager.
- Ensure the completion of all processes and procedures.
General Duties
- Complete special assignments and projects as directed by the Client
Relations Manager or the Executive Team
- Identify trends and provide insights to support client retention and growth initiatives.
- Assist with customer service calls and meetings during peak times
Client Responsiveness and KPI Maintenance
- In addition to the responsibilities outlined above, the CSS is expected to promptly respond to clients and maintain key performance indicators (KPIs).
- Responding to all client inquiries within the same business day
- Resolving client issues in a timely and efficient manner
- Maintaining a high customer satisfaction rating
- Meeting or exceeding all KPIs, such as average handle time and first-call resolution rate
- The CSS will work closely with the Client Relations Manager to track and monitor
- KPIs and ensure that the team is meeting or exceeding expectations.
What are the required qualifications of a Customer Success Specialist?
- College Level or equivalent/relevant experience
- Proficiency in Microsoft Office Suite, Google Workspace.
- Minimum of 2 years in a customer success specialist role
- Exceptional interpersonal, communication, and presentation skills.
- Proven ability to manage complex client relationships
- Ability to speak confidently and professionally in front of large audiences.
- Ability to customize and prioritize activities to achieve specific goals.
- Ability to work effectively under pressure.
- Strong initiative and resourcefulness.
- Excellent organizational skills.
- Outstanding interpersonal skills.
- Exceptional work ethic, ability to perform under pressure, meet deadlines, and demonstrate enthusiasm towards colleagues and clients.
- Able to self motivate
Ninja Perks and Benefits
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space
- Free lunch provided daily
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/pfiZlBCTWXXq7Xko6lLAY