Client Success Specialist

Responsibilities

• Serve as the single point of contact for onboarding new clients and delivering system demonstrations.
• Manage the implementation of new clients and large system changes/conversions.
• Support sales efforts through tailored product demonstrations.
• Collaborate with Sales to tailor each system demonstration to the client’s specific needs.
• Deliver demonstrations remotely and on-site, adapting content to audience needs.
• Lead the demonstration process from request through post-demo review using best practices.
• Continuously improve scripts, demo and implementation workflows to enhance client engagement.
• Build and maintain client relationships before, during, and after implementation and demonstrations.
• Develop and manage project plans for client implementations and system conversions.
• Establish and manage timelines for implementations and demonstrations.
• Coordinate with internal departments (HRIS, Payroll, Benefits, etc.) to develop business and data mapping requirements.
• Review all processes and procedures with clients and internal staff for system conversions.
• Prepare and communicate implementation progress to internal teams and clients.
• Facilitate meetings with clients and internal stakeholders to ensure alignment and progress.
• Gather and share competitive intelligence.
• Escalate issues impacting implementation timelines to key stakeholders.
• Perform all other duties as assigned.

• High school diploma or GED required;
  Bachelor’s Degree or equivalent work experience preferred.
• Minimum of two (2) years of experience in project management and customer service.
• Proficient in Microsoft Project, Adobe Acrobat, and Microsoft Office (Outlook, Word, Excel).
• Strong troubleshooting, organizational, and multi-tasking skills.
• Exceptional verbal and written communication skills, with persuasive presentation abilities.
• Ability to assist with complex, customer-facing software implementations.
• Technical aptitude and proficiency in web technologies and operating systems.
• Ability to work independently and collaboratively in a fast-paced team environment.
• Strategic thinker with the ability to understand and respond to client organizational needs.
• Able to travel locally or nationally by car or plane.
• Able to sit for long periods, stand, stoop, kneel, and lift up to 20 lbs.