Specialist, Customer Success (CSM)

1800 Duke St, Alexandria, VA 22314, USA

Req #619

Thursday, May 11, 2023

SHRM creates better workplaces where employers and employees thrive together. As the voice of all things works, workers, and the workplace, SHRM is the foremost expert, convener, and thought leader on issues impacting today’s evolving workplaces. With nearly 325,000 members in 165 countries, SHRM impacts the lives of more than 235 million workers and families globally.

SUMMARY

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that they work with. This candidate will be responsible for providing excellent customer service experience and helping customers achieve their desired goals.

Responsibilities:

• Manage a portfolio of 15-18 high-profile clients/projects to ensure that we fulfill the deliverables and timeframes outlined in statements of work.

• Ensure a consistent engagement approach, quality, and standards across all projects and multi-solution delivery engagements.

• Focus on the future lifetime value of products/services; look for ways to increase engagement and improve client (and participant) satisfaction.

• Synthesize key information and guide the sales team, facilitators, coaches, and consultants on delivering client expectations.

• Execute the client engagement project timeline to ensure all process steps are complete, across all teams, to ensure timely, quality program delivery.

• Create custom communications to multiple audiences to enhance the participant experience and promote organizational engagement.

• Collaborate with creative services and operations teams to prepare participant materials and manage the production of content for each program session (virtual and in-person).

• Manage the deployment of participant assessments.

• Manage the overall logistics, collateral, and versioning for a portfolio of leadership development products.

• Grow existing accounts through strong relationship management identifying growth opportunities.

• Build partnerships with all key players - internal and external – as a trusted knowledgeable advisor.

Education & Experience Requirements

• Bachelor’s degree in marketing, business, or equivalent relevant work

• 4-6 years of experience in a customer service account management or consulting, preferably in a B2B environment

Knowledge & Skills

• Demonstrated project management ability and excellent time management/prioritization skills

• Attention to detail, conceptual thinking

• Strong verbal and written communication skills; experience interacting with senior executives preferred

• Proactive, creative problem-solving skills and commitment to continuous process improvement and innovation

• Ability to work under pressure, ambiguity and change; able to quickly adjust to meet client/business needs

• Experience with ERP/CRM and MS Office tools

Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.

Work environment

Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

• Job Family Professional Services

• Job Function Linkage

• Pay Type Salary

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• 1800 Duke St, Alexandria, VA 22314, USA