Client Success Partner

At International SOS, we protect and save lives by delivering customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

About the Role

The Client Success Partner acts as a key bridge between the Customer and Sales, Commercial Services, Legal, and Operations by managing account relationships, supporting renewal and sales activities, and ensuring efficient client management both locally and overseas.

Responsibilities

• Account Management
  • Prepare technical and commercial proposals for renewals and account extensions.
  • Draft price adjustment and renegotiation request letters.
  • Monitor and manage contractual deadlines to ensure compliance.
  • Respond to inbound client inquiries within defined SLAs.
  • Manage end-to-end sales processes, ensuring timely execution of renewals.
  • Ensure account extensions and renewal quotes are completed through CPQ.
  • Support renewal processes, including quote creation, pricing, and approval workflows with Commercial Services, targeting 90% on-time renewal of in-scope opportunities in Salesforce.
  • Drive upsell and cross-sell activities across business lines.
  • Coordinate renewal discussions, price increase implementation, pricing approvals, and workflows with Commercial Services.
  • Manage contract lifecycle activities, including preparation, tracking, and signature follow-up.
  • Prepare monthly account management reports and client quarterly reviews.
  • Participate in weekly reviews of sales opportunities and contract renewals to align strategy and priorities.
• Sales Operations for Assigned Clients
  • Maintain data integrity and accuracy of all assigned client activities in Salesforce (SFDC).
  • Drive system usage, adoption, and data accuracy through regular audits.
  • Update procedures, attachments, and account records (billing, contracts, authorized contacts).
  • Update business opportunities and contract records across Salesforce and CLM systems.
  • Assist Finance in ensuring all information for invoicing is properly captured in SFDC.
  • Make administrative updates to Salesforce as required.
  • Ensure 90% of Salesforce pipeline opportunities are updated at least once every 30 days.
  • Complete and save DNR documentation in Salesforce.
  • Generate and manage contracts through CLM tools (e.g., Docusign CLM).
  • Ensure adherence to internal approval policies (e.g., GAPP) and proper documentation in Salesforce.
  • Identify and escalate non-standard requests to Legal or Commercial Services.
• Operations & Finance Partnership
  • Assist with onboarding and operational implementation of new accounts.
  • Liaise with Operations to ensure project plans remain on track, including collaboration with the medical team for successful program implementation.
  • Ensure continuity of remaining implementation tasks after handover from the onboarding team.
  • Prepare presentations and provide administrative assistance to the Finance team.

Requirements

• Minimum 3-5 years of business, administrative, customer service, commercial, or project management experience.
• 3+ years of experience in a B2B service industry (preferably in O&G, EPC, Energy, & Mining).
• 3 years’ experience working with CRM tools and administrative databases such as Salesforce or Service Cloud.
• Business or Engineering degree preferred.

Skills

• Strong ability to commercially develop client relationships and retain customers.
• Analytical thinker able to investigate complex issues, make decisions, and develop solutions.
• Excellent numeric, written, and oral communication skills.
• Strong time management skills with the ability to manage numerous projects and support global teammates.
• Proficient in Microsoft Tools.
• Ability to work autonomously and within a team to deliver results.
• Cultural sensitivity and awareness for a multi-lingual, multi-cultural environment.

Qualifications

• Excellent written and spoken English (required).
• Ability to speak another language such as Spanish, Portuguese, and/or French (advantage).

Schedule

• Full-time, Monday to Friday (8:00 am to 4:30 pm).
• Monday to Thursday: in office (Baton Rouge location).
• Fridays: remote/work from home.

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive success.