Client Services Specialist

About the role

The Client Success Specialist will be part of a team that will handle all requests, queries sent from our Tier 2 clients and sales team the EMEA region. This client base represents more or less 80% of our EMEA portfolio.

The Client Success Specialist team is a front line, customer facing and customer advocate team, responsible for answering client requests, questions or issues related to all International SOS products and services. The Client Success Specialist team also support the adoption of solutions for the client base thanks to reports and tools allowing this team to identify adoption issues and support a plan of actions.

Key responsibilities

• Manage Tier 2 Accounts: Collaborate with the team to support and manage accounts.
• Implementation Continuity: Ensure smooth transitions post-onboarding.
• Client Communication: Keep clients updated and follow up on requests.
• Support Teams: Assist Account Management/Business Development remotely.
• Complaint Handling: Acknowledge and resolve client complaints.
• Hypercare Process: Address critical issues for at-risk Tier 2 clients.
• Internal Liaison: Coordinate operational and administrative tasks.
• Client Training: Educate clients on using solutions effectively.
• Feedback Capture: Gather client feedback for product improvement.
• Data Accuracy: Ensure data reliability with clients.
• Status Reports: Provide regular updates to clients.
• Remote Training: Conduct training sessions remotely.
• Travel Fairs: Engage with clients at travel fairs.
• Utilization Reports: Prepare and present activity reports.
• Product Knowledge: Stay updated on product developments.
• Confidentiality: Handle sensitive information responsibly.
• Additional Tasks: Be flexible with other assigned tasks.

About you

Required Work Experience

• Advanced Product Knowledge
• Problem-Solving for Non-Standard Requests
• 1+ Year in Client Service with International Corporates
• B2B Enterprise Service Delivery Experience
• Global Exposure
• Project Management Skills
• International Market Experience
• Relationship Building
• Cross-Functional Collaboration
• Professional Communication
• Excellent Communication Skills
• Team Commitment
• High-Level Customer Service
• Innovative Solutions
• Attention to Detail
• Organizational Skills

Required Competencies

• Delivering Results: Meet customer needs and achieve goals.
• Following Instructions: Adhere to procedures and schedules.
• Working with People: Understand, listen, and support others.
• Audience Awareness: Respond professionally to stakeholders.
• Writing & Reporting: Communicate clearly and effectively.
• Applying Expertise & Technology: Use and share technical knowledge.
• Analysing: Break down information and solve problems.
• Learning & Researching: Quickly learn and gather information.
• Planning & Organising: Set objectives and manage time.
• Creating & Innovating: Generate new ideas and solutions.
• Adapting & Responding to Change: Adapt to new circumstances.
• Coping with Pressure: Stay productive and positive under pressure.
• Achieving Goals: Tackle goals enthusiastically and seek development.
• Upholding Values: Adhere to principles and values.

Language and other skills