**URGENT HIRE**Client Success Specialist (On-Site/GA)

Job Description

Job Description

Traditional Schedule M-F, No Remote or Hybrid option

Results-driven Client Success professional responsible for managing a portfolio of clients and driving satisfaction, retention, and product adoption. Oversees the full client lifecycle, from post-implementation onboarding through offboarding, ensuring a seamless and value-driven experience. Partners cross-functionally to deliver solutions, resolve complex issues, and enhance internal processes, while serving as a key escalation point. Monitors client health through data and KPIs, proactively addressing risks and conducting business reviews to demonstrate value. Amplifies the voice of the client through feedback and insights, and collaborates with Sales to identify expansion and upsell opportunities. . 

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.