Client Delivery Specialist
4 weeks ago
At International SOS, we're committed to delivering exceptional client support and services. As a Client Delivery Specialist, you'll play a critical role in ensuring our clients receive the best possible experience. Your primary responsibility will be to provide day-to-day client support, training, and implementation of new solutions for existing clients. You'll work closely with our Account Management and Business Development teams to ensure seamless client engagement and satisfaction.
Key Responsibilities:- Support time zone Account Management team with client inquiries and issues related to International SOS solutions.
- Maintain up-to-date client-specific procedures, contacts, and insurer information.
- Conduct client stakeholder training for proper solution adoption.
- Maintain proper case management with internal and external stakeholders through Salesforce/Service Cloud.
- Independently manage the implementation of new solutions for existing accounts.
- Ensure proper management of end-to-end services for new solutions purchased by existing customers.
- Establish a good understanding of the client's service expectation, unique pain points/challenges, global/regional/business structure with introduction to key stakeholders and their global footprint.
- Maintain structured project plan with client stakeholders to ensure implementations are managed aligned with International SOS onboarding/implementation SLAs/KPIs.
- Negotiate new solution implementation project plans with client and stakeholders and ensure scheduled events and milestones are delivered on time for each account assigned.
- Liaise with cross-functional internal teams to make sure project plan remains on track, including working with the International SOS Assistance Center management team, technical teams - data/reporting/digital support and product management to ensure a successful program implementation and overall client satisfaction with the products and services.
- After the completion of the implementation, receive confirmation of client satisfaction and transition to regional support team or Client Services individual.
- Provide training, education, and best practices to clients on solutions virtually, as needed.
- Experience and confidence in learning proprietary Software products. Proficient with Microsoft Products (Word, Excel, PPT), Salesforce.
- Excellent numeric, written and oral communication skills.
- Project management experience - Excellent organization skills with proven ability to manage multiple concurrent projects and adjust to frequent changes in project priorities.
- Ability to work in a multi-lingual, multi-cultural organization where consensus is the norm.
- Excellent time management skills with the ability to successfully manage numerous projects simultaneously.
- Computer literate (MS Word, Excel, PowerPoint and CRM applications).
- Strong individual that can work autonomously and within a team to deliver results.
- Cultural sensitivity and awareness.
- Experience in an operationally/commercially focused analytical and/or Customer Services role.
- Research experience valuable.
- Exposure to working in a cross-border engagement sales environment including previous working experience selling to emerging markets is preferable.
Associates (2 year) or Bachelor (4 year) degree or commensurate experience.
Required Languages:- Ability to communicate in English fluently (oral and written) an absolute must.
- Ability to speak another language relevant to location and client base will be an advantage.
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