Job Details

**Job Summary:**

The Client Success Specialist plays a crucial role within our organization, collaborating closely with Onboarding, Sales, and Operations to drive client success. This position is responsible for building client relationships, understanding client objectives, serving as the main contact for Regional and Corporate levels, handling client escalations, and ensuring client revenue, retention, and growth. The Specialist oversees new client setups on our utility expense management platform and serves as the Internal Champion for clients, communicating their needs, goals, and initiatives to our internal teams.

**Responsibilities:**

- Cultivate productive relationships with key personnel on assigned customer accounts
- Respond promptly to all external and internal client inquiries within twenty-four business hours via email or telephone
- Collaborate with internal departments to meet client needs and address outstanding issues
- Manage post-implementation and ongoing workflow for clients
- Assist in developing and customizing client training materials as required
- Ensure timely setup and training for new clients in their portfolio
- Uphold exceptional client relationships through timely communication and follow-up
- Keep abreast of client organizations, products, services, and industry news to update client records accordingly
- Monitor client portfolio to ensure utility bill pay SLAs are met
- Coordinate with internal resources to meet account performance objectives and customer expectations
- Establish goodwill with customers by promptly following up on client history and needs
- Resolve escalated resident issues with clients and clarify customer needs continuously
- Adapt to changes and contribute to ongoing process improvement
- Meet departmental goals for timeliness and accuracy to maintain company standards
- Emphasize exceptional client and customer relationships and be available long-term to maintain client relationships
- Work independently and collaboratively to achieve departmental and organizational objectives
- Adhere to required standards of conduct and be willing to travel to meet client needs, attend industry and client conferences

If you have a passion for driving client success, excellent communication skills, and flexibility to adapt to evolving client needs and company standards, we invite you to apply for the position of Client Success, UEM.