Client Success Specialist

Client Success Specialist

Pay Status and Classification: Exempt, Regular Full-time

Supervisor Title: Client Success Manager

Work Location: Remote in New York or Texas. If in New York and local to company headquarters there are days the Client Success Specialist is expected to be in the office for company meetings.

Position Purpose: The Client Success Specialist works closely with clients to establish both short- and long-term strategies while creatively diagnosing and solving client knowledge gaps and technical issues related to Transfinder’s tools and products. The Client Success Specialist implements and provides feedback on processes, best practices, and technical solutions to support these goals. As a leader within the Client Services department, the Client Success Specialist will support Client Services team members with the challenges they are experiencing with clients and collaborate on solutions.

Essential Duties and Responsibilities:

• Strategic Relationship Management and Engagement: Builds and maintains strong relationships with clients, ensuring that they feel valued and satisfied with their interactions with Transfinder. Proactively follows up with clients to address any concerns, ensure their satisfaction, and identify opportunities for additional department engagements. Engages with clients through meetings, assessing their specific concerns and pain points. Acts as a service liaison for clients with complex or robust business requirements after they complete their implementations. Coordinates and participates in Client Success-led programs designed to ensure the ongoing success of clients, including state reporting, release planning, or migrations.
  
• Technical Support and Problem Solving: Diagnoses specific client issues, working with internal teams to determine resolution. Analyzes client data to identify patterns and trends that may be causing or could cause potential issues. Identifies potential issues while developing solutions to help reduce churn and increase client satisfaction. Evaluates product adoption, identifying opportunities for additional training or Transaction Processing System (TPS) consulting services. Maintains and stays current with Transfinder’s products and services to provide the best recommendations to clients when facing difficulties.
  
• Reporting and Documentation: Creates, tracks, and maintains an individualized plan for each client that includes a specific definition of success. Coordinates with other Client Services team members to execute client escalation plans and provide feedback on client trends. Maintains clear, complete, and accurate documentation related to all activities related to client escalations in the Customer Relationship Management (CRM) system. Implements and provides feedback on an escalation playbook, which outlines processes and practices utilized to enhance the adoption of Transfinder software for clients in at-risk situations.
  
• Team Collaboration: Cultivates a positive and supportive team culture by encouraging open communication, sharing best practices, and assisting colleagues in achieving their goals. Collaborates with team members to promote an atmosphere that encourages optimism and dedication to help develop and implement effective client resolutions. Participates in team meetings and contributes to the continuous improvement of service processes and outcomes.
  
• Administration: Represents Transfinder at networking events while promoting our products and solutions. Creates and presents both small and large group presentations. Other duties and projects as assigned.
  

Required Skills/Abilities:

• Excellent verbal and written communication skills.
  
• Possess outstanding project management and client relation skills.
  
• Basic technical proficiency is required with the ability to interpret and understand technical concepts.
  
• Highly organized and self-motivated.
  
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
  
• Excellent interpersonal and conflict resolution skills, with a commitment to exceptional customer service.
  
• Ability to learn new software and procedures quickly and independently.
  
• Ability to make recommendations, as opposed to only identifying problems.
  
• Ability to work independently as well as part of a team.
  
• Ability to create presentations and present content in small and large group settings.
  

Experience:

• 3+ years of experience in a Client Support or Success position, preferably supporting enterprise-level software.
  
• Familiarity with routing software is preferred while showing the aptitude to learn new systems and skills.
  
• Experience with Microsoft Office Suite and CRM software.
  

Travel Requirements:

• The ability to travel occasionally to attend corporate meetings and conferences.
  
• A valid driver's license and reliable transportation is required. 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
  
•  Must be able to lift up to 15 pounds at times.
  

Annual Salary Range: $70,000.00-$100,000.00

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.