Customer Experience Specialist

As a Client Services Manager, you will play a pivotal role in building long-term relationships with clients and driving business growth.

• Clients Ownership & Relationship Management:

1. You will be the primary point of contact for client communication, meetings, and escalations, ensuring seamless issue resolution and fostering trust with key stakeholders.
2. You will build strong relationships with clients through regular onsite engagement and proactive support, identifying opportunities to improve customer experience and drive loyalty.
3. You will participate in client planning, strategy, and rollout sessions to ensure alignment with operational objectives and optimize business outcomes.

1. You will lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery, ensuring a smooth transition to our solution.
2. You will provide onboarding for new client staff, ensuring continuity in platform knowledge and usage, and supporting internal client change management and training during organizational events or new initiative rollouts.
3. You will coordinate closely with the client's Solutions, Product, and Support teams to troubleshoot issues and manage technical resolutions, ensuring minimal downtime and maximum uptime.

1. You will encourage and drive regular usage of the platform by promoting relevant features and best practices, improving overall customer satisfaction and retention.
2. You will participate in client events and live implementations to support system usage and address real-time questions, providing exceptional customer service and support.
3. You will track and report on key success metrics, usage patterns, and feedback to improve overall customer experience and inform product development.

1. You will liaise with the client's internal teams to deliver feedback, surface feature requests, and align product capabilities with client goals, ensuring a seamless and collaborative workflow.
2. You will maintain detailed documentation of all customer interactions, training logs, issue tracking, and system changes, ensuring transparency and accountability.
3. You will collaborate with regional and global Customer Success peers to share learnings and standardize best practices, driving continuous improvement and excellence.

• Minimum 3 years of experience in Customer Success, Implementation, or Account Management, preferably within SaaS, GovTech, or enterprise environments.
• Proven experience managing high-touch clients and acting as an embedded resource within client teams, demonstrating exceptional relationship-building skills and expertise.
• Strong technical acumen, able to support first-line troubleshooting and coordinate issue resolution with product/engineering teams, ensuring rapid issue resolution and minimizing downtime.
• Excellent interpersonal, verbal, and written communication skills, with the ability to adapt to diverse stakeholder needs and preferences.
• Strong project management and organizational abilities, with the capacity to prioritize tasks, manage multiple projects, and meet deadlines.
• Bachelor's degree or equivalent in Business, IT, Communications, or related field, with a solid understanding of industry trends and best practices.

• A competitive compensation package that rewards performance and contributions.
• Adherence to government-mandated benefits, ensuring a comprehensive and supportive work environment.
• A Retirement Savings Program with Company Matching, providing a secure financial future and peace of mind.
• Life Insurance, protecting employees and their loved ones in times of need.
• Paid time off, birthday leave, and bonus and incentive plans, recognizing and rewarding employee dedication and hard work.
• Opportunities for skills training and personal and professional development, empowering employees to grow and succeed.
• An Employee Referral Program, encouraging employee advocacy and recruitment.