Client Operations Specialist

3 weeks ago

Plymouth, United States FrontRunnerHC Full time

The Client Operations Specialist will be the primary point of contact for customers post go live implementation and will ensure success and satisfaction with FrontRunnerHC products and services. This role will play an integral part in customer account management, operational support, and financial success for the assigned customers. This role will work closely with internal stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to customer operations.

Primary responsibilities include:

  • Maintain active and cooperative relationships with customers to positively impact customer loyalty and revenue growth.
  • Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of the platform.
  • Deliver comprehensive training to customers to ensure they understand product updates and enhancements.  
  • Learn and understand customer workflows and help customers adapt them to leverage FrontRunnerHC solutions.
  • Become a FrontRunnerHC solutions expert and acquire a deep understanding of the solutions and technical capabilities.
  • Use and leverage CRM tools.
  • Respond to customer inquiries and provide timely and effective resolutions.
  • Analyze customer data to identify trends and opportunities for improvement.
  • Proactively identify and correct any issues that may impact customer satisfaction or retention.
  • Plan, prioritize and organize tasks based on a customer’s business needs.
  • Exhibit flexibility to meet customer needs.
  • Work with internal team to resolve technical issues and improve product to meet client demands.
  • Conduct regular cadences with customers for training, feedback and to ensure customers are getting the most value from FrontRunnerHC solutions.
  • Remain current on relevant industry and internal company products, pricing, markets, plans and developments.
  • Ongoing training and education related to FrontRunnerHC products, processes and additional resources used for job related purposes.

Qualifications and Education Requirements

  • Bachelor’s degree preferred
  • Two years’ relevant work experience;
  • Experience working in a client/customer facing role; proven customer service experience a must
  • Customer service oriented and an empathic professional who seeks to understand customer needs.
  • Excellent interpersonal and organizational skills with excellent listening, oral and written communication skills.
  • Must be able to communicate with customers and internal stakeholders in-person and via virtual meetings with cameras on.
  • Strong problem-solving skills and ability to think critically.
  • Ability to work independently and as part of team
  • Must be able to manage multiple priorities simultaneously.
  • Strong technical aptitude and analytical ability

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