Lead Associate - Client Success Domestic Representative

About the role

The Lead Associate - Client Success Domestic Representative plays a crucial role in supporting and expanding client relationships across domestic/midmarket clients. This role combines elements of client success management, customer care, and commercial responsibilities to deliver exceptional value through survey and data solutions.

Responsibilities

• Drive and monitor continuous survey participation efforts, including regular outreach via email and phone.
• Execute survey participation solicitation campaigns during peak cycles.
• Provide support for general participation questions, including access to survey materials, participant lists, job matching, and portal login assistance.
• Deliver consistent and timely support with platform training and tutorials.
• Collaborate with internal teams to align on participation strategies and ensure high completion rates.
• Maintain and update client and contact records to ensure data accuracy, completeness, and consistency within the CRM system.
• Monitor and manage data quality by identifying and resolving duplicates, incomplete records, and outdated information.
• Perform regular audits and data hygiene initiatives to ensure CRM integrity and usability.
• Conduct client training of key platforms such as the Participation Portal and Compensation Software.
• Provide support on downloading surveys and directing clients to the right resources for accessing data and position information.
• Assist with job matching by researching and suggesting potential positions based on client specifications and SME input.
• Drive measurable improvements in NPS scores and client feedback scores for assigned clients and indirectly for the North America client base.

Qualifications

• Bachelor's degree in Business Administration, Finance, Economics, or related field.
• 2–5 years of proven experience in client success, customer service, or a technical support environment, preferably within the financial services industry, with a strong track record of resolving client inquiries efficiently and ensuring compliance with industry regulations.
• Demonstrated experience in the field of Human Resources Consulting or HCM, preferably within the domain of Total Rewards.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly, professionally, and with confidence.
• Strong interpersonal skills and a client-first mindset, with a proven ability to resolve issues patiently and empathetically.
• Technically proficient, with experience troubleshooting digital platform issues and quickly learning new internal systems.
• Hightly organized, capable of managing multiple communication channels (phone, email, ticketing systems) in a dynamic environment.
• Critical thinker and effective problem-solver, able to analyze issues and deliver efficient, client-focused solutions.
• Experience with upselling or identifying client needs to promote relevant services or products is a plus.
• Familiarity with CRM systems, support ticketing tools, and common office software (e.g., Microsoft Office Suite, Dynamics).
• Comfortable working both independently and collaboratively in a fast-paced, client-centric setting.
• Meticulous attention to detail when handling and sharing technical materials or documentation with clients.

Pay

The base salary compensation range for this role is $72,000.00-$97,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Schedule

This position is full-time.