A. Overall Purpose of The Job
The Client Success Specialist is part of a Client Services team that will handle all requests and queries sent from our clients and sales team in the region. A Client Success Specialist is a front line, customer facing and customer advocate role, responsible for managing client requests, educations, questions, or issues related to all International SOS products and services.
This role requires a customer-centric focus, the ability to learn how our solutions can be configured including options, good grasp of how multiple products should be positioned as a solution and the ability to clearly answer a client request.
The role is also responsible for liaising with cross functional teams and projects as required, including but not limited to working with the technical teams, Sales Organisation, Assistance and operation teams, quality teams, product management, data reporting team, project coordinator to ensure overall client satisfaction with services.
B. Key Responsibilities
Key Responsibilities of Client Success Specialist include, but are not limited to:
· Manage and support the regional client portfolio as a team.
· Handle client implementation and onboarding.
· Supports Account Management and Business Development teams for client review and discussion
· Responsible for client satisfaction, working in partnership with Sales organization and other relevant team including any team indicated in “Works Closely with” section
· Ensure client training and education
· Drive optimal usage of our products.
· Ensure that client data and information is maintained.
· Maintain up-to-date product and road-map knowledge and expertise
· Adopt process improvement initiatives
In addition to the above responsibilities the Client Success Specialist will support across the four pillars.
· Client Onboarding (Managed by Specialist and Partner pillar)
· Client Success Specialist
· Client Success Partner
· Sales Operation
There can be flexibility in moving to a different pillar as requested based on business needs.
C. Job Profile
Required Work Experience
· Proven experience (1 year) in a client success role, with international corporate organizations.
· Proven service delivery experience for an enterprise application that is delivered B2B services
· Exposure in dealing with multiple contacts from different geographical areas.
· Good project management experience.
· Global knowledge and previous experience to international markets.
· Ability to establish and maintain relationships with clients and cross departmental team members.
· Ability to work across technical and business unit teams to achieve results.
· Ability to project a professional image and communicate concepts and issues at a level appropriate to the audience.
· Excellent communication skills (oral, written, and listening).
· Commitment to excellence, team, and team building.
· Commitment to provide a high level of service to customers.
· Proven experience in offering innovative, creative solutions.
· Proven eye for detail and accuracy.
· Excellent organization skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities.
Required Competencies
Delivering Results & Meeting Customer Expectations
Focuses on customer needs and satisfaction; Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Works in a systematic, methodical and orderly way; Consistently achieves project goals.
Working with People
Demonstrates an interest in and understanding of others; Listens, consults others and communicates proactively; Supports and cares for others;
Audience Awareness
Consistently responsive in synthesizing questions, requests and expectations and can respond professionally and appropriately to all stakeholders.
Applying Expertise & Technology
Applies specialist and detailed technical expertise; Develops job knowledge and expertise through continual professional development; Shares expertise and knowledge with others; Uses technology to achieve work objectives; Demonstrates an understanding of different organizational departments and functions.
Analysing
Analyses numerical data, verbal data and all other sources of information; Breaks information into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgements from the available information and analysis; Produces workable solutions to a range of problems;
Learning & Researching
Rapidly learns new tasks and quickly commits information to memory; Gathers comprehensive information to support decision making; Demonstrates a rapid understanding of newly presented information;
Planning & Organising
Sets clearly defined objectives and projects well in advance and takes account of possible changing circumstances; Manages time effectively;
Creating & Innovating
Produces new ideas, approaches or insights; Creates innovative products or designs; Produces a range of solutions to problems;
Adheres and Upholds International SOS Principle & Values
Required Skills & Languages
- Innovative, creative problem solver with an eye for detail and accuracy.
- Self-motivated and self-starter enjoys high level planning as much as detailed tasks.
- Ability to work in a multi-lingual, multi-cultural environment
- Ability to communicate in English fluently (oral and written).
Travel / Rotation Requirements
- No travel required except for internal trainings or events
- Occasional in country or overseas client visit if required
