About the Role
We are seeking a dynamic Client Success Specialist to join our clients team. In this role, you will be pivotal in managing client relationships, ensuring satisfaction, and optimizing engagement with our services. As the primary account manager for a portfolio of clients, you will provide expert guidance, problem-solving, and proactive support, all while helping clients achieve their objectives and regulatory compliance.
If you are passionate about building strong client relationships and have a talent for consulting, project management, and problem-solving, we want to hear from you!
Key Responsibilities
- Client Management & Engagement: Oversee client assignments, clearly communicating objectives, expectations, and key performance indicators (KPIs). Plan and execute reengagement strategies, including training and refresher courses.
- Subject Matter Expert (SME): Become the go-to resource for Vendor Vault, providing clients with expertise on applications, tools, and functionalities to maximize usage.
- Implementation & Consultative Services: Lead client onboarding and software implementations, ensuring successful setup within 90-120 days. Provide consultative support to identify and address vendor management issues.
- Problem Solving & Collaboration: Utilize a systematic approach to problem-solving by identifying root causes, engaging clients and internal teams to develop tailored solutions, and addressing challenges proactively.
- Enhancement & Feedback: Contribute to product improvements through User Acceptance Testing (UAT) and gather client feedback to inform enhancements, driving continuous service improvement.
- Communication & Collaboration: Foster strong relationships with clients through consistent communication, addressing concerns, and facilitating collaboration across departments to meet client needs and expectations.
Skills & Experience
Technical Skills
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Expertise in Vendor Vault (due diligence, vendor selection, contracts, reporting) and UAT
- Experience with project management software
- Familiarity with CRM tools for tracking client interactions
- Data analysis and reporting capabilities
- Adobe software proficiency (Acrobat, etc.) for document management
Soft Skills
- Effective Communication: Strong written and verbal skills to articulate ideas and expectations clearly.
- Relationship Building: Ability to build and maintain trust-based client relationships.
- Problem-Solving & Critical Thinking: A natural curiosity and determination to resolve client challenges creatively.
- Time Management & Adaptability: Ability to manage multiple client engagements while adjusting to changing priorities.
- Client-Centric Mindset: Always placing the client's needs at the forefront and striving to exceed expectations.
- Negotiation Skills: Resolving conflicts with clients while ensuring mutually beneficial outcomes.
Qualifications
- Bachelor's degree in Business Administration, Finance, or a related field (or equivalent experience).
- Prior experience in client management or a similar role, preferably in the financial services industry.
- Proven track record of managing complex client relationships, delivering results, and driving client satisfaction.
Why Join Us?
- Career Growth: Opportunity for advancement in a growing company.
- Collaborative Environment: Work with a team of dedicated professionals focused on delivering excellence.
- Impactful Work: Play a key role in improving client satisfaction and driving business growth.
- Competitive Compensation: Competitive salary and benefits package.