Client Success Specialist (London, UK)

Job Summary

The Client Success Specialist (CSS) serves as the primary support and back-up role for the Client Success Management and Global Client Support teams; responsible for helping drive customer satisfaction. The CSS conducts task work within the products as guided by the Success Managers and Client Support Specialists, while shadowing and learning each of the roles. The CSS role is challenging one, offering exposure and insights into the wider business with significant opportunities for personal and professional growth and advancement.

key responsibilities

  • Manage day to day client tasks and projects within agreed parameters and timeframes
  • Effectively prioritise projects and assigned cases to manage workload with input from Success Managers and Client Support Specialists
  • Track and complete all requests from Success Management/Client Support team relating to client-specific tasks within agreed upon timeframes
  • Coordinate, attend, and occasionally lead client phone calls as needed to complete a particular task or project
  • Support Tier 2 clients as direct point of contact, as necessary
  • Coordinate with internal teams (local and in the US) to complete necessary tasks within agreed timeframes
  • Build and manage relationships with internal teams and clients
  • Build a working knowledge base of client product instances and client processes
  • Contribute to annual account plans and quarterly account reviews developed by the Success Managers
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships
  • Develop and engage in continuous learning opportunities to become a product expert on all products
  • Contribute to high level of client satisfaction and Success Manager satisfaction ratings
  • Ensure all agreed client data is captured on Salesforce
  • Other duties as required


experience, skills & education

  • Bachelor’s degree
  • Demonstrated ability to organise tasks, manage multiple priorities and complete projects on-time to a high quality with a great degree of autonomy
  • Demonstrated ability to listen and communicate effectively
  • Demonstrated ability to build strong relationships in a professional environment
  • Aptitude for learning new technologies
  • Strong analytical kills
  • Ability to collaborate effectively to identify and resolve issues
  • Proficiency in Microsoft Office suite (i.e., Word, Excel, PowerPoint)
     

We are a hard-working, fun-loving office, and we’re looking for the right fit; someone with great communication skills and a solid work ethic that picks up skills quickly. This is not an exhaustive list and you will be expected to be flexible in your approach to carrying out your duties that may change from time to time to reflect changes in the Company’s circumstances. This will include covering for your colleagues as required. The Company therefore reserves the right to vary the job description in consultation with you.

EEO / M / F / D / V

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