OverviewThe professional in this role is responsible for managing the service relationship between Questco and an assigned group of our clients. By providing proactive value and service support, theClient Success Manager ensures client engagement, client perceived value, and client retention is maximized. The Client Success Manager must proactively understand each client’s goals to build and deliver individualized plans and help each client reach their goals. This role ensures that every client understands the Questco relationship, the value Questco offers, and works collaboratively with the Questco team to exceed the expectations of our clients. Responsibilities
Under limited supervision, with independent judgment and decision-making, this role is responsible for the development and delivery of individualized service plans for assigned clients.
Responsible for the service relationship with our clients and to responsively troubleshoot and escalate issues to the appropriate team members and assist in developing resolution. Manage the resolution process to ensure issues are resolved to the best outcome for the client
Educate clients on breadth and depth of Questco services, develops partnerships with stakeholders, and drives Questco’s value
Builds and maintains a value-add service relationship with assigned clients, consulting on Questco’s services to help clients reach their goals
Responsible for building a trusted relationship with all key individuals at each client and partners with all necessary internal departments to deliver on the promised service value
Clearly understand the value of Questco’s services and can clearly articulate them to clients
Leverage available tools to document completely all interactions and service needs of every client ensuring all service providers can easily understand the needs and risk level of the client in accordance with Questco processes
Assist the Onboarding Team as needed to ensure clients onboarding is smooth and all HR/Service needs are captured and met
Conduct client training and coordinate advanced trainings with the internal teams, as needed, to ensure client is comfortable with the Questco software
Assist in educating the client on HR compliance matters & working with HR Generalist to ensure client is informed of Questco’s recommendations on compliance matters as per our processes
Promote a positive work environment by maintaining respectful interactions with management, employees, and clients, and helps drive change to ensure client satisfaction
Keep applicable Questco systems updated and accurate at all times
Complete with excellence all other duties as assigned
Questco Expectations
Maintain a professional and respectful approach with clients and teammates
Accuracy of work and punctual per any assigned schedule
Timely completion of all administrative duties for timesheets and expense reports, as applicable
Partners with all internal departments to help improve client retention
Fosters an inclusive environment and collaborative approach with teammates
Always act with integrity, abide by our Code of Ethics, Core Values, and employee handbook
Required Qualifications
A minimum of 3 years professional services experience, including demonstrated experience excelling in a client-facing role
Bachelor’s degree in related field preferred
Consulting or customer service experience preferred
Human Resources certification with SHRM-CP/aPHR preferred
PEO experience preferred with thorough understanding of the PEO relationship
Required Skills
Strong interpersonal skills, ability to handle sensitive client situations gracefully
Sound independent decision making
Collaborative approach to problem solving
Operate as functional and impactful team member
Possesses a strong degree of initiative, flexibility, and sound business judgement
Excellent presentation skills, and professional verbal and written communication skills
Proficient with MS Office suite and passion for driving efficiencies through technology
Physical Requirements, Language Skills
Must be able to work flexible schedules when needed to support business needs
Ability to drive long and short distances throughout the day to various client locations
Frequent viewing of computer terminal with wrist/finger movement to operate a computer keyboard
Requires sitting or standing for long periods of time
Must be able to lift and carry up to 25lbs. periodically
Bend, reach, pull, stoop, and push are all elements of physical activity for this position
Fluency in English – speak, read and write
Travel
Up to 50% of work may include travel by car and/or air
Connect With Us!Not ready to apply or don’t see what you are looking for? No problem, we still want to get to know you! We are always looking to build our pipeline of talent to help our clients build more fully functioning teams.to hear about upcoming opportunities.Job LocationsUS-AZPosted Date9 hours ago(3/1/2024 4:14 PM)Job ID 2024-5286 of Openings 1Category Customer Service/Support