Client Delivery Specialist

Job Purpose:

The Client Delivery Specialist is assigned to a centralized, time zone specific team supporting the clients and the Account Management and Business Development teams within the time zone.  The Client Delivery Specialist is responsible for providing day to day client support, training/re-implementation, implementing new solutions for existing clients, and supporting additional needs as part of the team.

Location:

• This is a hybrid role, based in our office 3 days per week. Current location in Trevose, PA with planned move to office in Blue Bell, PA   #Americas

Essential Job Duties and Responsibilities:

Reporting to the Sr. Manager, Client Services – Americas. Client Delivery Specialist’s key responsibilities include, but are not limited to:

Client Request Management and Solution Adoption Support

• As needed, support time zone Account Management team with responding to client questions or issues related to International SOS solutions.
• Maintain up-to-date client-specific procedures, contacts, and insurer information.
• Conduct client stakeholder training for proper solution adoption
• Maintain proper case management with internal and external stakeholders through Salesforce/Service Cloud

New Solution Support – Existing Clients

• Independently manage the implementation of new solutions for existing accounts.
• Ensure proper management of end-to-end services for new solutions purchased by existing customers.
• Establish a good understanding of the client’s service expectation, unique pain points/challenges, global/regional/ business structure with introduction to key stakeholders and their global footprint.
• Maintain structured project plan with client stakeholders to ensure implementations are managed aligned with International SOS onboarding/implementation SLAs/KPIs.
• Negotiate new solution implementation project plans with client and stakeholders and ensure scheduled events and milestones are delivered on time for each account assigned.
• Liaise with cross-functional internal teams to make sure project plan remains on track, including working with the International SOS Assistance Center management team, technical teams – data/reporting/digital support and product management to ensure a successful program implementation and overall client satisfaction with the products and services.
• After the completion of the implementation, receive confirmation of client satisfaction and transition to regional support team or Client Services individual.
• Provide training, education, and best practices to clients on solutions virtually, as needed.

Qualifications:

Required Skills and Knowledge:

• Experience and confidence in learning proprietary Software products. Proficient with Microsoft Products (Word, Excel, PPT), Salesforce.
• Excellent numeric, written and oral communication skills.
• Project management experience - Excellent organization skills with proven ability to manage multiple concurrent projects and adjust to frequent changes in project priorities.
• Ability to work in a multi-lingual, multi-cultural organization where consensus is the norm.
• Excellent time management skills with the ability to successfully manage numerous projects simultaneously.
• Computer literate (MS Word, Excel, PowerPoint and CRM applications).
• Strong individual that can work autonomously and within a team to deliver results.
• Cultural sensitivity and awareness.

Required Work Experience:

• Experience in an operationally / commercially focused analytical and/or Customer Services role.
• Research experience valuable.
• Exposure to working in a cross-border engagement sales environment including previous working experience selling to emerging markets is preferable.

Education:

• Associates (2 year) or Bachelor (4 year) degree or commensurate experience

Languages:

• Ability to communicate in English fluently (oral and written) an absolute must.
• Ability to speak another language relevant to location and client base will be an advantage

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