Client Success Specialist

Client Success Specialist

Pay Status and Classification :  Exempt, Regular Full-time

Supervisor Title :  Client Success Manager

Work Location :  Remote in New York or Texas. If in New York and local to company headquarters there are days the Client Success Specialist is expected to be in the office for company meetings.

Position Purpose :  The Client Success Specialist works closely with clients to establish both short- and long-term strategies while creatively diagnosing and solving client knowledge gaps and technical issues related to Transfinder’s tools and products. The Client Success Specialist implements and provides feedback on processes, best practices, and technical solutions to support these goals. As a leader within the Client Services department, the Client Success Specialist will support Client Services team members with the challenges they are experiencing with clients and collaborate on solutions.

Essential Duties and Responsibilities :

• Strategic Relationship Management and Engagement :  Builds and maintains strong relationships with clients, ensuring that they feel valued and satisfied with their interactions with Transfinder. Proactively follows up with clients to address any concerns, ensure their satisfaction, and identify opportunities for additional department engagements. Engages with clients through meetings, assessing their specific concerns and pain points. Acts as a service liaison for clients with complex or robust business requirements after they complete their implementations. Coordinates and participates in Client Success-led programs designed to ensure the ongoing success of clients, including state reporting, release planning, or migrations.
• Technical Support and Problem Solving :  Diagnoses specific client issues, working with internal teams to determine resolution. Analyzes client data to identify patterns and trends that may be causing or could cause potential issues. Identifies potential issues while developing solutions to help reduce churn and increase client satisfaction. Evaluates product adoption, identifying opportunities for additional training or Transaction Processing System (TPS) consulting services. Maintains and stays current with Transfinder’s products and services to provide the best recommendations to clients when facing difficulties.
• Reporting and Documentation :  Creates, tracks, and maintains an individualized plan for each client that includes a specific definition of success. Coordinates with other Client Services team members to execute client escalation plans and provide feedback on client trends. Maintains clear, complete, and accurate documentation related to all activities related to client escalations in the Customer Relationship Management (CRM) system. Implements and provides feedback on an escalation playbook, which outlines processes and practices utilized to enhance the adoption of Transfinder software for clients in at-risk situations.
• Team Collaboration :  Cultivates a positive and supportive team culture by encouraging open communication, sharing best practices, and assisting colleagues in achieving their goals. Collaborates with team members to promote an atmosphere that encourages optimism and dedication to help develop and implement effective client resolutions. Participates in team meetings and contributes to the continuous improvement of service processes and outcomes.
• Administration :  Represents Transfinder at networking events while promoting our products and solutions. Creates and presents both small and large group presentations. Other duties and projects as assigned.

Required Skills / Abilities :

Experience :

Travel Requirements :

Physical Requirements :

Annual Salary Range :  $70,000.00-$100,000.00

Salary is established based on various factors, including, but not limited to, prior employment history / job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.

Salary : $70,000 - $100,000