GTM Payroll Services is looking for a Client Success Specialist who will roll up their sleeves and work with both internal team members and external partners to ensure a positive client experience. You will build strong relationships with clients and partners while collaborating with cross-functional team members internally to deliver consistently excellent client experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant client-based VIP service experience.

Objectives of this Role

• Manage overall relationship with assigned clients, which includes overseeing on-boarding, implementation, training, ensuring retention, and high levels of client satisfaction
• Establish a trusted relationship with assigned clients and partners to help drive continued value of our products and services
• Maintain client success strategies and best practices, as well as client support content, with the help of internal teams
• Communicate effectively with both internal and external senior-level management to understand client needs, maximize retention and growth, and communicate learnings
• Maintain existing stakeholder success metrics and data as directed

Essential Functions:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the client journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize on client requests with internal team members
• Research issues and providing resolutions to assigned clients on simple to complex items
• Assist clients as needed with setting up and navigating programs or software associated with a product or service
• Maintain a detailed understanding of products and services, assist clients with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Client Success initiatives
• Assist in creating training and educational materials for clients and partners
• Review client feedback and concerns and seek to improve all aspects of the client experience
• Document all activity in the client record to ensure quality and responsiveness
• Travel as needed to meet with partners and provide on-going training and support

Knowledge, Skills, Abilities:

• Strong verbal and written communication and high-level client services skills including problem resolution
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Knowledge of core payroll concepts and payroll tax laws with the ability to learn and support additional ancillary products and services
• Ability to work comfortably both independently and as part of a team to share knowledge and manage workflow
• Have proven facility in common computer programs as well as the technical aptitude to learn and use new systems.
• An eye for detail and follow-up management
• Capable of multitasking and prioritizing workloads
• Demonstrates the company's behavioral values, exuding behavior that is aligned with the corporate culture
• Proven ability to create and maintain relationships with high-level partners

Qualifications:

• 5 years of experience in communications, account management, or customer success
• 4-year degree or equivalent education and business experience
• Specific experience working within or with clients of a large corporate environment
• FPC, Insurance, PHR Certifications are a plus

Success Factors:

• Positive attitude, dependability, professionalism, and integrity
• Solution-oriented attitude with an emphasis on follow up and follow through