Client Success Specialist

7 months ago

Macquarie Park, Australia International SOS Full time

**About the role**:
The Client Services Executive is a crucial member of the Client Services team, serving as the primary point of contact for client and sales team inquiries in the region. This customer-facing role involves managing requests, providing education, addressing questions, and resolving issues related to International SOS products and services. The position demands a customer-centric approach, a thorough understanding of product configurations, and the ability to articulate solutions effectively. Additionally, the role entails collaboration with various cross-functional teams to ensure overall client satisfaction, involving technical teams, sales, assistance and operation teams, quality teams, product management, data reporting, and project coordination.

**Key responsibilities**:

- Team management and support for the regional client portfolio.
- Oversee client implementation and onboarding processes.
- Collaborate with Account Management and Business Development teams for client discussions.
- Negotiate and ensure timely delivery of project plans and milestones.
- Proactively engage clients in utilizing solutions and services.
- Identify up-sell opportunities, coordinating with Sales.
- Ensure client satisfaction in partnership with the Sales organization.
- Provide client training and education, promoting optimal product usage.
- Maintain and update client data and information.
- Stay informed on product knowledge, roadmap, and industry expertise.
- Drive process improvement initiatives.
- Handle complex contractual billing and non-standard sales support activities.
- Provide consistent administrative support to Sales and Marketing for client renewal, onboarding, and reporting.
- Assist client-facing roles with standard and non-standard client requirements.
- Complete and archive supplier registration forms from clients.
- Offer feedback on sales operations processes for continuous improvement.
- Maintain data accuracy and integrity in client records.

**About you**:

- General administrative experience, proven organisational skills
- Experience in an operationally / commercially focused analytical and/or Customer Services role
- Experience in a fast-paced target driven environment
- Previous client relationship management tool experience preferable
- Excellent time management skills to successfully manage numerous projects simultaneously
- Analytical problem solver
- HSC or equivalent educational qualification; degree preferable

**Benefits**:

- Strong commitment to training
- Career growth opportunities within the team and organization
- Supportive and engaging team environment
- Experience working with an organization that maintains a global presence

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