Job Description

About the role

The Client Success Partner is part of a Client Services team that will handle all requests and queries sent from their assigned customers and sales team in the region. Responsibilities include managing client requests, educations, questions, or issues related to all International SOS products and services.

As part of the Onboarding team, you will work closely with Sales and new clients to implement their subscribed Workforce Resilience products and services and help our clients see the value of our products in achieving their business outcomes.

It is a front-line, customer-facing and customer advocate role, requiring a customer-centric focus, ability to learn how our solutions can be configured based on client’s needs and circumstances. It requires a good grasp of how multiple products should be positioned as a solution and the ability to clearly answer a client request and lead to a desired business outcome.

The role includes liaison with cross-functional teams and projects as required, including but not limited to working with the technical teams, Sales, Assistance and Operation teams, quality, product, data reporting team, and project coordinator to ensure overall client satisfaction with services.

Key responsibilities

• Manage and support a portfolio of large and strategic clients
• Build rapport and establish yourself with the client as a trusted partner
• Manage the ‘end-to-end’ implementation and training for a new client’s International SOS products and services, including significant account extensions
• Negotiate project plans and ensure scheduled events and milestones are delivered on time
• Establish a good understanding of the client’s service expectation, unique challenges, business structure and global footprint to deliver meaningful and valuable engagements
• Position yourself as an expert on our products and services by maintaining up-to-date product and road-map knowledge to deliver ‘best-in-class’ service to our clients.
• Supports Account Management and Business Development teams for client review and discussion
• Ensure client satisfaction, working in partnership with Sales and other relevant team including any team indicated in “Works Closely with” section
• Drive optimal usage of our products through data analysis, client engagement and education/training
• Ensure that client data and information is maintained
• Adopt process improvement initiatives

About you

• Proven experience (minimum 3 years of Executive role) in a client service role, with international corporate organizations or equivalent skill set
• Proven service delivery experience for an enterprise application that is delivered as an online service
• Exposure in dealing with multiple contacts from different geographical areas
• Strong project management experience
• Global knowledge and previous experience to international markets
• Ability to establish and maintain relationships with clients and cross departmental team members
• Ability to work across technical and business unit teams to achieve results
• Ability to project a professional image and communicate concepts and issues at a level appropriate to theaudience
• Excellent communication skills (oral, written, and listening)
• Commitment to excellence, team, and team building
• Commitment to provide a high level of service to customers
• Proven experience in offering innovative, creative solutions
• Proven eye for detail and accuracy
• Excellent organization skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities
• Ability to work in a multi-lingual, multi-cultural environment.
• Ability to communicate in English fluently (oral and written).
• Ability to speak another language relevant to location and client base is highly desired (Japanese, Korean, Chinese)