Client Success Specialist - HCM - On Site

Client Success Specialist

Our platform is revolutionizing the way organizations perceive the HR function, and we are dedicated to simplifying HR and Payroll operations while delivering an exceptional client experience. As a Client Success Specialist, you will play a crucial role in enhancing client loyalty and fostering enduring relationships with Vensure HCM clients through proactive engagement and effective risk management. You will serve as the trusted business partner for your assigned clients, ensuring their overall satisfaction with our services.

Essential Duties and Responsibilities:

• Manage a portfolio of clients, executing strategies that enhance the client experience and drive overall satisfaction, measured by retention rates, NPS, and product adoption.
• Oversee the entire lifecycle of client from post implementation to offboarding, ensuring a seamless transition and continued satisfaction throughout their engagement with Vensure HCM.
• Illustrate business value by defining clear metrics and proof points for all customer engagements through regular Business Reviews.
• Onboard new accounts and users, providing frameworks for success, clearly articulating the value of Vensure, and driving adoption throughout the client's lifecycle.
• Orchestrate client success by collaborating with internal teams to deliver value, resolve complex issues, and enhance internal processes.
• Serve as an escalation point for clients, addressing concerns and ensuring timely resolution of issues to maintain high satisfaction levels.
• Monitor client health through key performance indicators, creating specific action plans for clients at risk, including regular check-ins and project management of escalated issues.
• Represent the voice of the client by capturing feedback, sharing client stories, and reporting trends across the organization.
• Partner with the Sales organization to identify upsell opportunities and facilitate client expansion.
• Some domestic travel may be required occasionally to attend team onsite meetings, customer events, industry conferences, and training sessions. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases, potential public transportation. Regular, on?site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands?on involvement in activities.

Marginal Functions:

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Contribute to departmental projects, workflow enhancements, and continuous improvement efforts as assigned.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Strong time?management skills, with the ability to prioritize effectively in a fast?paced environment.
• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision?making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.

Education & Experience:

• Bachelors degree required or 2-5 years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization, or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• UKG Ready experience required.

Physical, Mental, & Communication Demands:

• Physical Demands: Sedentary Work: Occasionally involves sitting for extended periods, often at a desk or computer. Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. Mobility: Occasionally walking or traversing throughout the office to meet with leaders and other employees. Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials. Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies. Travel: Occasional travel may be required for meetings, site visits, or leadership sessions.
• Mental Demands: Concentration & Attention to Detail: Sustained focus is required to manage client inquiries accurately, update CRM records, and follow established processes. Problem Solving: Ability to assess client issues, analyze information, and apply appropriate solutions or escalate concerns as needed. Decision Making: Exercises sound judgment in prioritizing tasks and responding to client needs within defined guidelines. Multitasking: Manage multiple client interactions, tasks, and deadlines in a fast?paced, queue-based environment. Adaptability: Ability to adjust to changing priorities, product updates, and evolving business processes. Stress Management: Maintain professionalism and effectiveness while handling client concerns, deadlines, and performance metrics.
• Communication Demands: Verbal Communication: Frequent communication with clients, supervisors, and team members via phone, video meetings, and in person. Written Communication: Regular preparation of clear, accurate, and professional written correspondence, including emails, CRM notes, and internal documentation. Interpersonal Skills: Ability to establish rapport, collaborate with cross-functional teams, and deliver service-oriented communication. Active Listening: Effectively listen to and understand client needs in order to respond appropriately and provide solutions. Professional Presence: Communicate information clearly and respectfully with individuals from diverse backgrounds and varying levels of technical understanding. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.

Environmental Conditions:

• This position is performed in a professional office environment and requires regular use of computers and standard office equipment. The work setting is climate-controlled with typical office lighting and low to moderate noise levels. The role involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards. This role may involve extended periods of sitting during travel and meetings, as well as standing and walking during client visits and events.

This position is eligible for the following benefits: Health Insurance: Medical, dental, and vision coverage Retirement Plan: 401(k) with company match Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.