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Client Success Specialist

2 months ago

Greenville North Carolina, United States One Source Communications LLC Full time

Overview:
The Client Success Specialist (CSS) is responsible for ensuring a positive overall experience for customers of One Source Communications LLC (OSC).

CSSs collaborate within teams, closely partnering with Associate Client Success Specialists (ACSSs) to provide OSC's premier customer service.

CSSs will strategize, oversee, and implement the comprehensive vision for their assigned customer accounts.

CSSs will engage with their teams, internal OSC departments, and clients directly to guarantee that the customer experience aligns with our key performance indicators of Renewal, Retention, and Growth.



Responsibilities:
Primary Duties/

Responsibilities:
Direct interaction with OSC clients through regular Check-ins, Strategic Reviews, and Executive Business Discussions (EBDs) to ensure client engagement remains effective.

Support ACSSs in conducting routine Check-ins with clients.

Facilitate Customer Onboarding to ensure a smooth transition from Onboarding to Stable Operations.

Promptly address and resolve client issues by gathering relevant information, assessing needs, and coordinating with other departments as needed. Utilize every opportunity to enhance client relationships. Exhibit a strong commitment to exceptional customer service and creating remarkable client experiences. Communicate with clients regarding general matters and/or updates related to their accounts with One Source or their service providers.


Exhibit a thorough understanding of the internal escalation process, including notifying management and other relevant OSC associates about critical client matters.

Maintain awareness of each client's current business requirements. Cultivate and strengthen relationships with each contact through personalized interactions based on One Source activities.

Collaborate with ACSSs to provide regular reports detailing client engagement and utilization of OSC products and services.

Continuously update knowledge of OSC products and services. Strive to apply this knowledge to clients' operational frameworks.

Assist with significant projects as assigned, utilizing appropriate RACI engagement with other OSC teams. Projects may include, but are not limited to, creating presentations for Enterprise clients.

Understand the specific roles and responsibilities of each One Source department and be able to communicate this to clients. Escalate client concerns to department management as necessary. Provide regular updates on high-risk clients.

Work closely with assigned Sales Account Executives to develop a joint Commercial/Strategic plan for top-tier clients.

Manage time effectively and responsibly.

Data and system usage must adhere to One Source information security policies and standards.

Unauthorized access to data and/or systems is strictly prohibited.

Qualifications:

Required Skills/Abilities:
Exceptional written and verbal communication skills.

Strong time management abilities.

Conflict resolution and escalation management skills.

Ability to collaborate effectively with internal and external teams.

Independent, analytical thinker with problem-solving skills.

High accountability for team outcomes.

5-10 years of experience in direct client engagement roles.

Preferred Skills/Abilities:
5-10 years of experience in Telecom, Enterprise Datacenter, or Security sectors.

Experience with Microsoft Office / O365.

Education and Experience:
Bachelor's degree (B.A.) in a relevant field or an equivalent combination of education and experience.