What are the responsibilities and job description for the Client Success Specialist I position at SWBC PEO?
SWBC is seeking a talented individual to serve as the single point of contact for both onboarding new clients and delivering system demonstrations. This individual will manage the implementation of new clients and large system changes/conversions, while also supporting sales efforts through tailored product demonstrations. The ideal candidate will possess strong project management skills, technical aptitude, and a passion for delivering exceptional client experiences.
Why you'll love this role:
In this role, you will contribute to the success of the company by ensuring a smooth onboarding experience for new clients and by showcasing our solutions in a compelling and client-focused manner. You will be part of a collaborative, engaged, and high-performing team that values innovation, growth, and excellence in service delivery.
Essential duties include the following:
• Collaborate with Sales to tailor each system demonstration to the client’s specific needs, ensuring alignment with their goals and priorities. Delivers demonstrations remotely and on-site, adapting content to audience needs.
• Leads the demonstration process from request through post-demo review using best practices.
• Continuously improves scripts, demo and implementation workflows to enhance client engagement.
• Build and maintain client relationships before, during, and after implementation and demonstrations.
• Serves as the single point of contact for new clients during onboarding and implementation and ensures a smooth transition to operations.
• Develop and manage project plans for client implementations and system conversions.
• Establishes and manages timelines for implementations and demonstrations.
• Coordinates with internal departments (HRIS, Payroll, Benefits, etc.) to develop business and data mapping requirements.
• Review all processes and procedures with clients and internal staff for system conversions.
• Prepares and communicates implementation progress to internal teams and clients.
• Facilitates meetings with clients and internal stakeholders to ensure alignment and progress.
• Gather and share competitive intelligence.
• Escalates issues impacting implementation timelines to key stakeholders.
• Performs all other duties as assigned.
Serious candidates will possess the minimum qualifications:
• High school diploma or GED required; Bachelor’s Degree or equivalent work experience preferred.
• Minimum of two (2) years of experience in project management and customer service.
• Proficient in Microsoft Project, Adobe Acrobat, and Microsoft Office (Outlook, Word, Excel).
• Proficient skills in Prism HR, Kronos and Salesforce preferred.
• Experience with payroll processing preferred.
• Strong troubleshooting, organizational, and multi-tasking skills.
• Exceptional verbal and written communication skills, with persuasive presentation abilities.
• Ability to assist with complex, customer-facing software implementations.
• Technical aptitude and proficiency in web technologies and operating systems.
• Ability to work independently and collaboratively in a fast-paced team environment.
• Strategic thinker with the ability to understand and respond to client organizational needs.
• Able to travel locally or nationally by car or plane.
• Able to sit for long periods, stand, stoop, kneel, and lift up to 20 lbs.