Client Success Specialist MSDSonline - Chicago, IL The Client Success Specialist is responsible for supporting the client’s adoption and continued satisfaction with the MSDS Management solution. The Client Success Specialist (CSS) is introduced to the client during the on-boarding process and becomes the primary “face” to the client post on-boarding process and the client goes live with the solution. The CSS takes ownership of MSDSonline’s relationship with the client business process owner, providing guidance aimed at ensuring their successful experience with MSDSonline. The CSS also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives. The CSS will provide best practice recommendations, expert-level application support, assist clients in solving point-in-time challenges, and partner with the client to increase the effective use and adoption of the MSDSonline solution. The Client Success Specialist will be measured on the client’s utilization of the solution, engagement with MSDSonline as a business partner, and overall client satisfaction. If you’re an aspiring self-starter who thrives in the creative, fast-paced environment of a Software as a Service (SaaS) company, you have an entrepreneurial spirit, and your passion is client satisfaction, the Client Success Specialist position is for you. In addition to exercising your stellar relationship development and service delivery skills, you’ll have an opportunity to influence the strategy of our business programs and play a role in their development. Check out the details below and apply now. PRIMARY DUTIES AND RESPONSIBILITIES: Key Responsibilities include but aren’t limited to: Manage clients based on customer scorecard and various other programs Conduct meetings with the client and make recommendations to provide continued success with MSDS management processes, workflows, and system configuration Develop a relationships with clients and work in conjunction with Sales and Account Management providing solution planning support Facilitate the transition of clients out of the on-boarding process into self-sufficiency Create a tailored plan to ensure client success and achievement of incubation/engagement metrics Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership Assist with the development and initiation of Client Success Team standard operating procedures (SOPs) and systems Presenting customer issues/concerns/enhancements to Product Management as product development opportunities Collect, analyze and report on various usage, account and survey (phone & email) activity and team metrics Recommend programs to enhance customer satisfaction and retention Manage your workflow, resources and scheduling to meet both client and operational goals Maintain expert level knowledge about each of MSDSonline’s product/service offerings and configuration options Promoting and fostering communication between the Client Success Team and other departments Identify up-sell opportunities Other duties as assigned, needed or requested REQUIRED SKILLS/QUALIFICATIONS/WORKING CONDITIONS: Bachelor’s degree in an appropriate discipline or equivalent work experience Minimum 2 years client success experience in technical web based services or similar environment Strong work ethic, calm under pressure, enthusiastic, and flexible with the ability to exercise good judgment Experience prioritizing tasks and making good decisions within generally defined guidelines, in a changing work environment Self-starter, able to work on their own with little direct supervision Proficient analytical skills Proficient Customer Service skills with a customer-focused-drive to take full ownership of the project, customer issues and/or concerns and follows through to completion Excellent verbal and written communication skills – including grammar and voice quality Excellent presentation, project management, multi-tasking, organizational, and time management skills Excellent attention to details, policies and procedures with the ability to identify and recommend improvements Excellent computer literacy and skills for navigating websites and web based products/solutions Experience with Survey & Analytic tools, a plus Experience with Salesforce, or similar CRM, and web-conference applications, a plus Customer Service, Client Success and/or Project Management Certification, a plus HDI Supervisor/Manager or similar certification(s), a plus Proficient with Internet Browsers (Google Chrome, Mozilla Firefox, Internet Explorer, etc.) Proficient with the use of Microsoft Office 2003-2010 products (Outlook, Word, PowerPoint, Excel, etc.) and a working knowledge of Adobe Acrobat (PDF) documents and format COMPANY DESCRIPTION: At MSDSonline we’re all about helping companies around the world promote a safer work environment for their employees. We develop innovation on-demand (cloud-computing technology) safety and compliance management solutions that enable our customers, environmental health and safety (EH&S) professionals in a wide range of industries, to work faster and more cost-effectively in administering their overall safety compliance programs. MSDSonline was named in Inc. Magazine’s fastest growing privately held companies in America 2007 through 2012. Headquartered in the heart of downtown Chicago, MSDSonline is much more than just a place to work. MSDSonline has cultivated a unique, high-energy environment where success is both a journey and an everyday occurrence. We work hard and play hard because we love what we do. We place a high value on teamwork, and at the same time, look for individuals who are self-motivated and willing to take risk to help the company advance. MSDSonline offers many benefits, including: paid time off, health/dental insurance, 401(K) plan, casual dress, transit benefit program and more. MSDSonline Inc. is an Equal Opportunity Employer. We welcome and encourage diversity in the workplace. Qualified applicants should send resume WITH compensation history to: Natalie Lynch-Clark, Recruiting Manager Job ID: ClientSuccess jobs@MSDSonline MSDSonline
Posted on: Wed, 26 Feb 2014 17:45:59 +0000