Position Summary:

The Client Success Specialist (CSS) position is the cornerstone of our Client Success team, which itself is the cornerstone of Penn Foster’s B2B/ Enterprise Solutions business. As a CSS you will work closely with an experienced CSM who will help you develop your skills in client account management and client success. Additionally, you will have full ownership of a set of assigned accounts, with responsibility for managing those relationships, ensuring proper service delivery, maintaining effective and data-driven communications, and ultimately owning financial results for your assigned portion of the business.

This role is ideal for someone with a keen eye for detail, with excellent communication skills, who takes pride in their work, desires more autonomy… and wants a great opportunity to be a key part of a dynamic and growing Enterprise Solutions team!

Essential Job Functions:

• Be the voice of the client within Penn Foster, and the voice of Penn Foster with the client
• Ensure timely renewal of existing contracts while maximizing annual contract value and terms
• Deeply understand client businesses and objectives to drive the relationship – leading the client and internal stakeholders – to agree on the desired outcome and goals, deliver value to learner and clients, and deepen the client relationship
• Identify, measure, and monitor outcomes. Leverage knowledge and PF expertise to drive continuous outcomes improvement strategically as well as lead the client to full contract utilization.
• Lead regular business review meetings and ongoing client engagements to demonstrate the value of PF’s offerings and how they align with the customers’ objectives
• Build consultative relationships with our customers and seek out new strategic contacts within the customer hierarchy
• Develop product expertise in what clients’ buy and what the corresponding career trajectories are following the training programs we provide
• Liaise with internal teams to present customer with coordinated services and expertise (e.g., sales, marketing, academics, student support, product)
• Identify trends within the client base (issues, challenges, needs) and escalate through proper channels to ensure swift resolution and/or proactive communications
• Gather product feedback to inform development and represent the voice of the customer.
• Identify opportunities for expansion and surfaces with supervisor for support as needed
• Ensure all account stakeholders are continually kept abreast of account status though regular status report and/or account calls

Knowledge, Skills, Abilities:

• Education: College Degree a plus
• Customer-centricity: Centers the customer in both external and internal conversations. Able to see things easily through varying lenses: decision-makers, students, middle-management, etc. Builds relationships quickly and effectively, and also consultatively as the expert on building successful training programs.
• Project Management: Experience successfully managing projects with many moving parts, competing priorities, and several key stakeholders. Maintain clarity on the most important work streams and prioritize accordingly. Follow organizational practices to be sure nothing falls through the cracks and projects are delivered on time. Communicate proactively and often.
• Analytical: Able to surface and socialize key performance metrics, find meaning in them through ongoing monitoring, and break up complex challenges into actionable strategies to deliver strong outcomes.
• Leadership: Wield persuasion and influence without explicit authority. Set and manage expectations with clients as well as internal teams. Be the interpretive layer between client and PF. Propose solutions when challenges surface.
• Communication: Ability to create and expand the "customer story." This means using the right outcomes-based data and relationship-based touch points to weave a compelling narrative for the client so they can see the great place they are today, and the exciting path that sits in front of them. The narrative should emphasize the positive, improve on the negatives in a systematic way, and create an easy way for clients to perceive our very complex relationship.
• Adaptable: When something doesn’t work, you find another way. Able to keep up in a fast-paced environment and manage complicated projects, while finding a path to the outcomes you and your client need. Proactive, but also able to quickly shift and comfortable in the grey area.
• Growth Mindset: Love for learning and continuous improvement. You test your limits, embrace a growth mindset, and seek to overcome what work makes you uncomfortable.

Equal Employment Opportunity:

At Penn Foster we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.

About Us:

At Penn Foster, we are dedicated to helping over 300,000 students each year achieve their goals through affordable, accessible, career-focused learning. Our mission has remained the same since 1890: to enhance the lives of our students and clients through the acquisition of skills and credentials that can help them work toward their career and life goals. Together with our extensive partner network of leading employers, community-based organizations, and academic institutions, we close skills gaps and are building a workforce that’s prepared for the future job market. We aim to help businesses thrive by mobilizing their individual workers and energizing communities with opportunities for growth and progress. We are proud to play a role in the success of over 80% percent of our graduates that see improvement within their careers, as they inspire us to keep finding new ways to further our reach and broaden horizons. Join the Penn Foster movement and start working toward a better future today.

What We Offer:

We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, parking & commuter benefits, a 401K with a company match, plus free access to all of our online programs.