Client Success Specialist

The Client Success Specialist is responsible for managing and improving the client experience by ensuring that all client needs are understood and satisfied, while acting as the subject matter expert and voice of the customer. This is accomplished through building meaningful relationships, delivering timely and effective communication and promptly responding to and resolving any unforeseen issues. The Client Success Specialist interacts with multiple internal departments, communicates with internal and external customers daily, and ensures the cards are produced as specified by the client. The client services specialist is a self-starter, proactive thinker, and a go-getter. The Client Success Specialist will support their assigned Client Operations team which may include Cards, Collateral, or Personalization (Central or Instant Issuance). Schedule: Onsite for the first few months for training, then the role transitions to a hybrid schedule with one day per week in the office. ResponsibilitiesLead effective meetings with clients and partners, performing prompt follow-up for identified action itemsCollaborate with dedicated cross-functional experts to lead investigation into issues and provide quick and effective resolutionsAnalyze client data, providing program solutions efficiently and accurately.Communicate timelines, both internally and externally.Coordinate with internal departments, including graphics, IT, and production, to ensure all customer needs are met in a timely manner.Conduct thorough needs analysis for assigned conversions or projects and seek support from customers based on needs.Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)Ensure the timely and accurate delivery of client communications; document activity in internal CRMIdentify trends and develop customer specific solutions in collaboration with cross-functional expertiseBridge unique client needs with internal expertise to provide creative and appropriate solutionsExceed client expectations by introducing and implementing new and developing solutions and service enhancementsMaintain daily/weekly/monthly Key Performance Indicators (KPIs) for clients and serve as integral contributor to the regular Quarterly Business Review (QBR) processEnsure coordination of accurate billing, timely processing of client orders, response to inquiries and scheduling or attending meetings/calls, as needed. QualificationsStrong analytical problem-solving skills, identifying and resolving unique problems.Excellent written and oral communication skills as well as strong interpersonal skills.Demonstrated critical thinking, strong organizational and process-oriented skills including ability to handle multiple projects and details simultaneously and accurately, including good decision making and troubleshooting skillsDemonstrated ability to interact and collaborate effectively with others in a diverse environment and to build and maintain positive, professional relationships both internally and externally, and in-person or virtually.Ability to handle pressure of multiple deadlines while maintaining composure and professionalism.Demonstrated ability to deliver client-focused solutions based on client needsStrong customer service and communication skill, including active listening, meeting facilitation, and presenting.Proficient in Microsoft Excel and Word; VBA/MacrosSkilled in managing multiple concurrent projects, activities and tasks under time constraintsProficient communication skills including reading, writing and speaking in English. RequirementsBachelor’s Degree in Business or Communications, or equivalent experience2+ years of client services and/or account management experienceRetail banking or financial service industry experience, preferred