Senior Client Success Specialist

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET'S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we'll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Client Success Specialist, you will play an important role in building client relationships and expanding our scope of services with existing Employer of Record Clients. We expect a lot from you and hope to repay that with an exceptional career opportunity and all the learning that will come with building a high-performing team.

Overall, you will coordinate activities related to account management and product development by developing and owning the necessary tools and processes. You will be representing Boldr to our strategic Clients while advocating for these Clients within our operations. You will act as a trusted advisor, leveraging your experience and analytical skills to recommend tailored solutions that address complex client needs. In addition, you will also support Boldr's efforts to streamline communications, document and assist in following up on key action items and ensure the commitments we're making internally and externally are being delivered upon.

As a Senior Client Success Specialist, you will be expected to set the highest standards in how we support our Clients, and drive continuous improvement in how we execute and manage all internal and client communication. Your role will evolve as you excel and as the company grows. We view this role as an excellent way to gain broad experience and exposure to the work Boldr does, and how we do it.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• You provide an excellent experience with a positive attitude to every client, on every occasion.
• You keep your ear to the ground in terms of the industry's developments and apply best practices to areas of improvement.
• You have a strong interest in learning new ideas, processes, and unique requirements and you're willing to share it within the organization.
• You're exceptionally responsive to your client's requests, and ability to prioritize competing priorities well under limited supervision
• You've got heart and passion for our customers and the ability to exude client satisfaction.

Client Management

• Execute account management functions for assigned Clients, around 1 to 5 team members, covering tasks that ensure availability and accessibility of support for our EOR Clients and their team with limited-to-no supervision.
• Act as assigned Clients' point of contact for concerns and escalations.
• Lead resolution of client escalations by diagnosing root causes and coordinating cross-functional teams to implement solutions.
• Work with internal teams to support clients and team members from onboarding to a steady state.
• Conduct Business Reviews with partners, and ensure alignment on priorities that can help ensure a steady state and map out further opportunities to upsell GE Services and potentially cross-sell other Boldr Services with the support of broader teams.
• Develop and maintain account plans that proactively identify risks, opportunities, and strategies to expand the client relationship.
• Maintain Client schedule and collect feedback and drive necessary actions to completion.

Administrative Support

• Manage our CRM/Hubspot boards and pipelines for tracking, invoicing, and forecasting purposes.
• Support the documentation of Client expenses and other related costs for proper billing.
• Support the broader GE Team in the service of Tier 1 and 2 clients
• Manage Client contracts such as MSAs and SLAs and monitor Boldr's compliance with Client agreements.
• Other administrative tasks that may be assigned, necessary for the GE Team's overall operations

Internal Project Management Support

• Establish rapport and capacity to drive initiatives with other teams and stakeholders, not necessarily reporting directly within the immediate GE Team
• Create new and modify existing process documentation for Boldr's internal workflows.
• Proactively identify, design, and implement process improvements that drive efficiency, optimization, and standardization.
• Coordinate meetings with internal and external stakeholders, and ensure proper documentation of meetings and agreements.
• Contribute to the development of frameworks and best practices that can be adopted across the team.
• Follow up on action items and next steps for assigned projects.

WHAT WE'LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us #beboldr .
• An analytical and critical thinker, with an eye for even the most minute of details.
• Passionate about client satisfaction.
• A critical thinker, with a make-it-work approach in solving business problems
• Good at building rapport with both internal and external stakeholders, in an effort to be seen as a reliable expert on GE Services
• Confident in making independent client-facing decisions while balancing both client and company priorities.
• Willing to mentor and support team members, sharing knowledge and guiding them in client-facing situations.

YOU HAVE…

• Basic understanding of the Outsourcing Industry is a plus (if the applicant doesn't have this, we'd expect a strong desire to learn about it).
• Willingness and excitement in learning about all of Boldr's full range of services, including Customer Support, Data Management, Sales Enablement, Content Moderation, and Sales services will be expected.
• Willingness and excitement in learning about all of Boldr partner's industries, including E-Commerce, SaaS, Finance, Real Estate, etc. to name a few
• Strong grasp of Google Suite
• Experience with HubSpot or other CRM System/s, and familiarity with any Applicant Tracking Systems (ATS), Human Resource Information Systems (HRIS), and Timekeeping / Payroll tools are a major plus
• Strong verbal, written, and grammatical English language fluency, enough to enable you to effectively explain new concepts and processes to people who aren't experts and/or completely new to the topics at hand
• Around 3 to 5 years of work experience, with client-facing experience as a major plus.
• Proven experience in analyzing client data, identifying trends, and recommending solutions that positively impact client outcomes.

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