Customer Success Specialist II

Job Summary:

The Customer Success Specialist will play a pivotal role in ensuring seamless onboarding and successful implementation for CareerCircle community partner accounts.

Monitors an assigned portfolio of new and existing client partners and accounts.

The primary responsibilities will include building and maintaining strong relationships with clients, understanding their evolving needs and challenges, and providing continuous support, guidance, and stewardship.

 The goal of the position is to service new and existing accounts while implementing strategies for growth.

Work Location: Remote

Responsibilities

Essential Functions:

1.

Operates as the lead point of contact for all matters specific to CareerCircle customers, building strong, long-lasting relationships.

2.

Monitors CareerCircle newly onboarded accounts by conducting regular monthly and quarterly business reviews to consult on results.

During these reviews, evaluates whether we are delivering on the promises made by the sales team, identifies what is most important in the partnership, and uses data to support these findings.

Enters data into CRM and daily sales reports.

 Maintains CRM database with accuracy.

3.

Evaluates the account to assess the effectiveness of the delivery process, including the recruiting component.

Develops a mitigation plan for any identified issues, while also focusing on opportunities to upsell and secure renewals.

4.

Participates in the negotiation of contract renewals for a portfolio of customers, with focus on retaining and increasing contract value, working directly with finance throughout the process.

5.

Participates in marketing and branding, recruiting strategies and implementing best practices directly relating to inclusion (DEI) for new and existing customers.

6.

Provides ongoing customer support and maintenance for a portfolio of customers, including CareerAdvocacy and CareerReady reporting requests, contact changes, marketing and social media needs, and general Q&A.

7.

Partners with the Business Development team as needed to support Business Development endeavors.

Provides support to the sales team and customers, which may include but not limited to reports, analysis, industry statistical comparison, etc.

8.

Participates in the development and implementation of new processes and procedures to build effective and efficient team operations.

Qualifications

Minimum Education and/or Experience:

3 – 5 years experience with business development and/or recruitment and business growth

Skills/Abilities:

• Capability to develop expertise in Diversity, Equity, and Inclusion (DE&I).

Proactively thinks about new DE&I service offerings.
• Demonstrate problem-solving skills and eagerness to work through complexity and uncertainty
• Adaptability, particularly being ready and willing to move the business forward through change
• Outstanding record of achievement in current position
• Customer service/interaction skills
• Ability t...