Client Success Specialist

We are a proud work-from-office company. If you're ready to work on-site in a dynamic, global company, we'd love to hear from you. About Us Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting Position Summary 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 upselling opportunities and facilitate client expansion. Travel both domestic and internationally, 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 that cannot be performed remotely without compromising security, efficiency, or effectiveness. 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. 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: May 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, printer, sealer, mail machines, and other office equipment. Mobility: Ability to stand, walk, and move between workstations for extended periods. Occasional bending, reaching, and repetitive motions associated with packaging and equipment operation. Visual Acuity: Ability to inspect printed payroll checks and documents for accuracy and quality standards on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials. Lifting & Carrying: Frequent lifting, carrying, and loading of paper stock and packaging materials (typically up to 30 lbs). Mental Demands Attention to Detail: Strong attention to detail to ensure accuracy in assembling payroll packages and verifying printed documents. High level of concentration required for compliance with security and audit procedures to protect sensitive client information. Problem‑Solving: Ability to identify and escalate issues promptly. Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines. Learning: Capacity to learn and adapt to new software applications and equipment quickly. Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns. Communication Demands Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors. Strong customer service orientation when coordinating with internal stakeholders to ensure timely and accurate payroll distribution. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity. Written Communication: Prepare clear and concise documentation, including emails and notes. Verbal Communication: Provide clear communication skills for interacting with internal departments and escalating issues. Proactive communication to report discrepancies, confirm package details, and maintain accurate tracking. 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. Additional Compensation : [e.g., signing bonus, commission structure] if applicable. #J-18808-Ljbffr