Client Success Consultant

Purchasing Power•Atlanta, GA

1d•Hybrid

About The Position

Reporting to the Sr. Manager, Client Success, the Client Success Consultant will be the first line of contact between Purchasing Power and our clients regarding servicing issues, questions, or escalations. They will be integral in the maturation of Purchasing Power’s client facing service offering and delivering a true Voluntary Benefits experience to our clients. The individual in this role will have the responsibility to take questions, address concerns or inputs from our clients via email or telephone and translate those needs to others within the organization.

Requirements

Bachelor’s degree in general area of study or 6+ years or relevant experience may be consider in lieu of a degree
3-5 years of appropriate industry exposure, including specific voluntary benefit experience
Advanced Level knowledge of Microsoft Office (Word, Excel, PowerPoint, Visio, create Pivot tables and perform VLOOKUP’s)
Client facing experience in a fast-paced environment

Nice To Haves

Relationship Management and Client Service Management experience
Proficient knowledge of voluntary benefits or financial client services with a focus on client resolution
Ability to understand technical components of servicing, including B2B electronic and manual data file transfers
Ability to work independently and effectively demonstrate professional and business judgement
Self-starter and aptitude to demonstrate initiative in a high stress environment, managing stress in a professional manner
Advanced verbal and written communication skills with the ability to demonstrate exceptional follow-through

Responsibilities

Provide a superior level of service and communication to both the internal teams who assist in the resolution as well as a thorough explanation to the client once the issue is resolved
Identify process gaps that create service concerns for clients and recommend workflow changes to resolve them
Research and respond to client inquiries, answer questions or address issues with a strong sense of urgency
Communicate in a professional manner when interacting with clients on behalf of cross functional departments with questions or items of clarification that aid in the quality servicing of our clients
Document inquiries and maintain accountability for assigned clients including understanding specific client business rules and characteristics and applications with limited supervision
Maintain a solid knowledge of internal processes that affect clients and how to troubleshoot when issues arise including working independently with the appropriate cross functional team to engage in resolution
Drive towards root cause resolution when servicing questions or issues arise and maintain accountability for seeing the items through to completion with limited supervision utilizing internal and external resources
Ability to communicate forward-thinking resolutions to clients without revealing internal processes or procedures.
Aptitude to demonstrate cross functional collaboration addressing ownership and accountability for client/company driven issues
Work with internal partners to address continued service issues in a collaborative, objective, and client sensitive manner
Understand trends in servicing issues and maintain a series of data and reports that allow other teams and managers to assist in the resolution of holistic issues or strategy changes
Review reports and data driven documents prior to submission to client for accuracy and data integrity.
Manage and maintain service quality for assigned Book of Business with a concentration on highest grossing revenue clients and high-profile service driven clients