Job Purpose

The Client Delivery Specialist is assigned to a centralized, time zone specific team supporting the clients and the Account Management and Business Development teams within the time zone. The Client Delivery Specialist is responsible for providing day to day client support, training/re-implementation, implementing new solutions for existing clients, and supporting additional needs as part of the team.

Location:

• This is a hybrid role, based in our Blue Bell, PA office 3 days per week #Americas

Essential Job Duties and Responsibilities:

Reporting to the Sr. Manager, Client Services – Americas. Client Delivery Specialist’s key responsibilities include, but are not limited to:

Client Request Management and Solution Adoption Support

• As needed, support time zone Account Management team with responding to client questions or 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

New Solution Support – Existing Clients

• 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.

Qualifications:

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