Client Success Partner

Client Success Partner

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

The Client Success Partner role acts as a key bridge between the Customer and Sales, Commercial Services, Legal, and Operations by:

• Own account relationship with accountability to develop renewal, account extension, pricing adjustments, and any other business activities related to those accounts.
• Providing consistent administrative support to the Sales and Marketing Department in relation to renewal and sales activities. This includes providing back-office sales support, such as the generation of quotations and proposals as required for designated accounts.
• Interfacing effectively with the Sales and Marketing, Operations, Billing, Commercial Services, and IT teams to develop and maintain strong working relationships to support the efficient and effective management of local and overseas clients, if applicable.
• Upholding of the compliancy of Salesforce and data quality.

This is a full-time Monday to Friday role (8:00 am to 4:30 pm) based out of our Baton Rouge location. Monday to Thursday are in office;
Fridays are remote/work from home days.

Account Management

• Prepare technical and commercial proposals aligned with designated clients for renewals and account extensions.
• Draft price adjustment and renegotiation request letters.
• Monitor and manage contractual deadlines to ensure compliance.
• Respond to inbound client inquiries within defined SLAs.
• Manage end-to-end sales processes, ensuring timely execution of renewals.
• Ensure account extensions and renewal quotes are completed through CPQ.
• Support renewal including quote creation, pricing and approval workflow with Commercial Services when required and ensure that at least 90% of in-scope renewal opportunities are renewed on time in Salesforce, measured as on-time closed-won, meaning within 30 days of the target renewal date.
• Upsell, and ensure cross-sell activities across business lines are supported and suitably followed up.
• Coordinate renewal discussions, price increase implementation (annually or as agreed in contract), pricing approvals, and workflows with Commercial Services.
• Manage contract lifecycle activities, including preparation, tracking, and signature follow-up on designated clients.
• Prepare monthly account management reports and client quarterly reviews.
• Participate in the weekly reviews of sales opportunities and contract renewals to align strategy and priorities.

Sales Operations for Assigned Clients

• Maintain data integrity and accuracy of updates of all assigned client activities in Salesforce (SFDC).
• Drive system usage, adoption, and data accuracy through regular audits.
• Update procedures, attachments, and account records (billing, contracts, authorized contacts).
• Update business opportunities and contract records across Salesforce and CLM systems.
• Assist Finance in ensuring all information for invoicing is properly captured in SFDC and shared with the right team.
• Make administrative updates to Salesforce as and when required.
• Ensure that at least 90% of Salesforce pipeline opportunities assigned or supported are updated at least once every 30 days through a stage update, status update or meaningful remark.
• Ensuring that the DNR documentation is completed and saved in Salesforce.
• Generate and manage contracts through CLM tools (e.g., Docusign CLM).
• Ensure adherence to internal approval policies (e.g., GAPP) and proper documentation in Salesforce.
• Identify and escalate non-standard requests to Legal or Commercial Services.

Operations & Finance Partnership

• Assist with onboarding and operational implementation of new accounts.
• Liaise with Operations to make sure project plan remains on track, including working with the medical team to ensure a successful program…