Rollick

Client Success Specialist- CX

Position Summary

The Client Success Manager- CX supports and cultivates relationships with clients. The Client Success Manager- CX is an excellent communicator. This position handles the day-to-day communications with OEMs and works closely with internal and external resources to ensure the success of the client’s CSI program. A successful Client Success Manager- CX will thrive in a fun, fast-paced environment with the ability to multi-task and manage multiple projects simultaneously.


Responsibilities

  • Advocate for the client and provide superior customer service
  • Be the conduit between our manufacturer clients and internal product/technology teams to support various client requests
  • Help configure the Aimbase software during initial implementation as well as on an ongoing basis
  • Respond to questions on basic features, permissions, configurations and functionality of Aimbase
  • Provide continuous status updates and maintain communication with customers on outstanding issues leveraging a help desk format
  • Work with various internal and client resources to manage surveys, NMMA CSI scores, reporting, and overall satisfaction programs
  • Gain a thorough understanding of possible ramifications to business process as well as to system applications with new features and configuration changes in a timely/high quality manner
  • Participate in training, process improvement and quality assurance initiatives; provide new and ongoing application training to our clients
  • Work closely with subject matter experts, product owners, project managers and clients to understand client business requirements and translate them into client specific solutions, new product specifications and software feature requests
  • Contribute to and develop documentation for best practices, process and data flow diagrams and client usability of system feature
  • Understand Aimbase data requirements to prevent database errors while working with client data
  • Coach clients on the importance of clean and accurate data
  • Identify ways to continually improve and refine the software and client processes
  • Audit CSI client Aimbase installs to ensure programs are running as expected


Qualifications

This is an all-star role that requires the ability to communicate well, the ability to work “hands on” on problems/solution, and the ability to understand how to configure/support complex systems and business needs. To be able to be successful in this role, at a minimum, you should have:

  • 2+ years in internal/external client-facing roles with a passion for client satisfaction
  • Strong verbal/written communication and organization/prioritization skills
  • Experience with technical platforms, such as:
  • Email platforms
  • Client Satisfaction Systems
  • Data Analytics platforms
  • Task/Time Management Systems
  • Proven experience managing multiple requests and clients simultaneously while maintaining a sense of urgency
  • Analytical approach to problem solving
  • Knowledge of agile development techniques
  • Be team oriented; self-motivated; works hands-on; technology enthusiast
  • Be proficient in all Microsoft Office applications with special focus on Excel
  • A two-year associate degree in business, computer science, technology or similar field at a minimum; but a four-year bachelor’s degree is preferred
  • Ability to resolve issues equitably with clients and internal stakeholders
  • Ability to join in and grow our work hard/play hard, fun environment a must!


Skills

  • Obsessive organization
  • Process management
  • Technical aptitude
  • Ability to handle multiple projects at once
  • Ability to analyze data
  • Strategic thinking
  • Presentation development
  • Detail-oriented
  • Proficient written and verbal communicator
  • Problem solving
  • Risk management
  • Process and schedule management
  • Proactive – does not wait to be told what to do; anticipates needs

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