Job Description

The Client Success Specialist will be part of a team that will handle all requests, queries sent from our Tier 2 clients and sales team Europe. This client base represents more or less 80% of our Europe portfolio. 
This team also supports the client adoption of our products and services.

This role requires a customer centric focus, ability to learn how our solutions can be configured including options, good grasp of how multiple products should be positioned as a solution and the ability to clearly answer a client request.  The role is also responsible for liaising with cross functional teams and projects as required to support this customer base list, including but not limited to working with the technical teams, account management, assistance and operation teams, quality teams, product management, travel data team, project coordinator to ensure overall client satisfaction with services.

Key Responsibilities

-Support a Tier 2 client portfolio.
-Respond to client queries related to assistance and digital products and services.
-Continue the implementation tasks for assistance and digital products with our European clients.
-Maintain open communication with our clients, pproviding them with regular updates on their queries.
-Handle client issues – from acknowledgement to service recovery, in collaboration with support teams.
-Promote the utilization of International SOS products and services with our clients and support our sales colleagues in the preparation of utilization reports, presentations.
-Support any ‘at risk’ client to create/execute a tactical action plan for critical issues/client unsatisfaction.
-Deliver trainings to our client’s main contacts and their members.
-Liaise with other departments internally on operational / administrative matters (Coordination of Membership card ordering, booking missing in Tracker etc.)
-Support, remotely, Account Management/ Business Development teams in client review/discussion,
-Capture feedback from customers on how to improve products and share with the product team.
-Coordinate Data Accuracy review with clients when needed. 
-Deliver periodic status reports to internal and external clients.
-Participate in clients’ Travel Fairs.
-Maintain up-to-date product and road-map knowledge and expertise thus supporting the Head of the team to build a high-performance team and deliver ‘best-in-class’ services.

Any other tasks as assigned by the Team Leader, Client Success Specialist OR the Director, Client Onboarding & Client Success Specialist Europe.

 

• Proven experience (1 year) in a client service role, with international corporate organizations.
• Must speak fluent German 
• Exposure in dealing with multiple contacts from different geographical areas.
• Good project management experience
• Excellent communication skills (oral, written, and listening).
• Commitment to excellence, team, and team building.
• Commitment to provide a high level of service to customers.

Additional Information

Permanent role. Hybrid working