- Understand the Statement of Work between One10 and the client. This includes but is not limited to understanding the program details and client goals, program website functionality, technical processes, and administrative/reporting applications.
- For new program implementations, perform technical platform setup tasks to include configuration of website modules, pages, reports, and perform quality checks prior to launch
- Serve as the program website/application "super user," responding effectively to inquiries from clients and program participants; conduct website and functionality demonstrations for clients and internal departments
- Manage ongoing website changes/functionality; perform updates to website content using content management tools and/or basic HTML code edits
- Produce detailed, accurate client and internal program reports, typically using Excel but may also run basic SQL queries or leverage other system-based applications; perform manipulation of reports when needed
- Monitor and process the receipt of client files and other inputs (e.g., program enrollment forms or award claim forms). Generate and/or perform quality-checks on participant reward payout files, where accuracy is particularly vital
- Liaise with IT team - e.g., perform website troubleshooting and report technical issues to IT team to investigate; also request custom reports when needed. Monitor IT service requests for timely resolution and assist with testing system updates
- Participate in or occasionally lead client calls regarding program status, new solution functionality and program reporting
- Monitor and respond to participant inquiries submitted to the program email box; also address participant inquiries that may be escalated from Customer Success Coordinators via the contact center or the client
- Work closely with the Client Services and Finance teams, as well as the Customer Success Manager, to manage client invoicing; produce billing spreadsheets and backup as required
- Work to increase overall satisfaction and retention of clients on assigned programs with the ability to use independent judgment; maintain close liaison with Client Services, Program Manager; and Director, I&R
- Bachelor's degree strongly preferred or equivalent business experience
- 4+ years client account management/operational experience or previous Customer Succes experience
- Proven proficiency in MS Word, Excel, and PowerPoint; intermediate to advanced Excel skills
- Successful experience working in a fast-paced team environment; ability to multi-task
- High attention to detail
- Excellent verbal and written communication skills
- Familiarity with project management software is a plus, e.g. Azure service ticketing, is a plus
- High-level familiarity with running SQL queries a plus
- Ability to work in client's Nashville office 2-3 days per week
- A Culture of Innovation: Join a team that thrives on creativity, welcomes diverse perspectives, and embraces the spirit of innovation.
- Professional Development: Engage in continuous learning opportunities, mentorship programs, and career paths that align with your aspirations.
- Collaborative Community: Be part of a supportive and collaborative community that values teamwork, communication, and the collective pursuit of excellence.
- Work-Life Harmony: We understand the importance of work-life balance and are committed to creating an environment where you can excel at work while enjoying a fulfilling personal life.
- Meaningful Impact: Contribute to projects that matter, work on cutting-edge technologies, and be part of a company that makes a positive impact on the world.
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Senior Customer Success Specialist Hybrid Nashville - Franklin, United States - One10 Marketing
Description
About Us
At One10, we are more than just a workplace; we are a community of individuals who share a common belief - the belief in better products and, equally important, the belief in a better you.
Believe in Better Solutions: We take pride in the work we do because we believe in the transformative powers of innovation and recognition. Our commitment to excellence drives us to create solutions that go beyond the ordinary, solutions that have a positive impact on the lives of our customers and clients. Joining One10 means contributing to a culture of continuous improvement, where each day is an opportunity to push boundaries, challenge the status quo, and redefine what's possible. We believe in crafting solutions that make a difference and in setting new standards for quality and ingenuity.
Believe in a Better You: At One10, we recognize that our greatest asset is our people. We are committed to fostering an environment that empowers you to thrive both personally and professionally. We believe that by investing in your growth and well-being, we collectively strengthen our ability to achieve greatness. From tailored development programs to a supportive and inclusive culture, we are dedicated to providing the resources and encouragement needed for you to become the best version of yourself. Your success is not just a professional goal; it's our shared commitment.
Role Overview
As the Sr Customer Success Specialist, you will perform program operational/support activities leveraging technology-based tools and internal resources, ensuring that work is delivered on time and in accordance with client requirements.
Scope of Work
Knowledge, Skills, and Abilities
What We Promise:
Join us at One10 and be part of a journey where we not only believe in better products but also believe in empowering you to become a better, more fulfilled individual. Together, we will shape a future where innovation knows no bounds, and personal growth is not just encouraged-it's celebrated.
Welcome to a place where your potential is recognized, your contributions matter, and where believing in better extends to both what we create and who we are.
Believe in Better.
This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
One10 is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
#LI-Hybrid
Are you the right applicant for this opportunity Find out by reading through the role overview below.PDN-9bf1a03d-1ae5-45c5-8036-bb624aeeb7fe
Remote working/work at home options are available for this role.
