Customer Success Specialist

POSITION SUMMARY

The Client Success Specialist is a vital member of our team, responsible for empowering our clients to maximize the value of their Predictive Index (PI) data. This role serves as a trusted advisor, delivering exceptional training and development experiences while ensuring clients have the knowledge, skills, and confidence to apply PI effectively within their organizations.

This position will own the end-to-end delivery of all PI-related training and development initiatives, from design to execution. They will guide clients through the onboarding process with structured kickoff calls, establishing a strong foundation for their PI program. Throughout the first year and beyond, they will provide proactive support, share best practices, and maintain an ongoing partnership to drive client success and program health. The Client Success Specialist will play a key role in helping organizations achieve measurable results with PI, fostering engagement, and ensuring retention by building lasting client relationship. This role will collaborate cross functionally and engage with all members of the ADVISA Team.

This position has the following focus areas:

• Facilitation & Training
• Client Support
• Program Optimization

RESPONSIBILITIES

Facilitation and Training [50%]

• Deliver quality in-person and virtual training to ADVISA clients, ensuring an engaging, impactful, and profound experience that drives behavior change to support organizational goals
• Facilitate ADVISA’s portfolio of Predictive Index programs including, but not limited to, the following:
• PI 1 Day
• PI 2 Day
• Flyovers
• Teambuilding Session
• Data Driven Management
• Behavioral Interviewing
• Topical short courses
• Refreshers
• Custom PI based sessions
• Demonstrate exceptional preparation for sessions
• Engage with clients in the moment, exhibiting adaptability and responsiveness to participants during the session to deliver on our brand promise of driving behavior change
• Implement feedback from client evaluations to continuously improve facilitation quality and participant satisfaction
• Facilitate with excellence, maintaining control of the room while fostering open dialogue, collaboration, and reflection
• Push clients to explore deeper insights and make meaningful change by challenging assumptions and guiding action-oriented discussions
• Collaborate cross-functionally to align training with broader client objectives and organizational priorities
• Catalyze meaningful behavior change by encouraging and enabling clients to connect training content to their real-world challenges and opportunities
• Serve as an ambassador for ADVISA’s values and mission, representing the brand with expertise and professionalism

Client Support [20%]

• Design and deliver live and virtual software demos to showcase PI’s features, capabilities, and value to clients
• Develop and refine client-facing resources such as guides, tip sheets, training videos, and other tools to enhance understanding and application of PI
• Create and facilitate webinars and workshops that address client needs, highlight best practices, and introduce new features or updates
• Gather and analyze client feedback through surveys, check-ins, and interactions to identify trends, gaps, and opportunities for improvement
• Develop and execute new tools, training modules, or content based on client insights and usage data to continually improve support offerings
• Guide new clients through the onboarding process, ensuring a smooth transition by executing key tasks at strategic milestones to support retention and foster long-term success
• Proactively reach out to clients at key milestones to check in, address their needs, and offer support to ensure their success

Program Optimization [20%]

• Stay informed about evolving changes within PI and update materials as needed to ensure alignment with the current product portfolio and client needs
• Customize content to align with the specific business context and challenges of each client – in the room live and in the design on the session itself
• Design and develop new instructional materials and programs that align with client needs and organizational goals
• Refine and enhance existing content to ensure it remains relevant, impactful and aligned with evolving business and client contexts as PI evolves and changes
• Conduct quality assurance reviews to ensure all materials meet high standards of accuracy, consistency, and effectiveness
• Proofread and edit program content, presentations, and complementary materials to ensure brand alignment and clarity
• Create engaging videos, tutorials, supplemental one-pagers and other multimedia resources to support program delivery and participant engagement
• Incorporate client and facilitator feedback into the continuous improvement of materials and delivery methods
• Maintain and organize a library of program assets, ensuring easy access and version control for the team.
• Ensure that all program materials are user-friendly, participant-focused, and designed to drive learning outcomes and behavior change

A-Team [10%]

Participate in team initiatives; examples include but are not limited to:

• collaborating with colleagues to maximize opportunities to improve and grow
• monthly A-Team meetings
• mid-year and annual meetings
• Team meetings
• Manager one-on-ones

CORE COMPETENCIES

These are performance expectations that reflect our Core Values. All employees regardless of role, rank or title are expected to uphold these values and consistently demonstrate these behaviors.

POSITION-SPECIFIC COMPETENCIES

• Facilitation Excellence: Demonstrates the ability to deliver impactful training sessions with confidence, clarity, and adaptability, creating an engaging learning environment for diverse participants.
• Client-Centric Approach: Comfort with individuals across organizational level and industries, tailoring content and interactions to align with client-specific needs and challenges
• Adaptability: Responds effectively to dynamic situations, adjusting facilitation, training, and support strategies to meet evolving client needs, platform features and business priorities
• Ownership and Accountability: Takes responsibility for the quality and delivery of programs, proactively addressing challenges and driving continuous improvement
• Collaboration: Works effectively with cross-functional teams, contributing to shared goals and aligning program development with broader organizational priorities
• Proactive Problem Solving: Anticipates client challenges and approaches evolving client needs and program challenges with creativity and resourcefulness. Delivers effective solutions under tight deadlines
• Communication Skills: Excels in various communication settings - including one-on-one, group facilitation, and written content creation - with clarity and professionalism
• Technical Proficiency: Leverages technology effectively, learning new tools quickly and applying them to enhance workflows and client outcomes

QUALIFICATIONS

• Ideally a minimum of 2 years of professional experience in facilitation, customer service, or technology application.
• Experience with psychometric assessment tools preferred.
• Experience working in a client focused, professional services business preferred
• Proven software and technology savvy and skills
• Expert level fluency with all Microsoft products
• Exceptional written and verbal communication skills

REQUIREMENTS

• Minimum of 40 hours
• Must be based in the Indianapolis, Carmel or surrounding areas
• Travel required
• Up to 8 nights per month
• On average 4

COMPENSATION BENEFITS: