Client Engagement Specialist

Position Description:

The Client Engagement Specialist is responsible for improving the client relationship by building positive relationships with clients during their DataServ project, managing client expectations, assisting with projects and helping solve problems.

The Client Engagement Specialist boosts morale and builds productivity within internal teams for better and more efficient execution of tasks/projects. This position supports clients by developing documentation and training programs and delivering training.

This position reports to the Manager, Solution Delivery.

RESPONSIBILITIES:

Essential Functions

• Works with the Client Success Account Managers and DataServ Project Team to schedule and deliver training to new and existing clients via ongoing education, webinars, training documents. Participates in user observation as needed and supplements the CSAMs as needed.
• Creates and maintains DataServ Resource Center and Click Help for clients of DataServ. This includes help topics, videos and other training resources. Works with Product Management on new feature releases to develop documentation for new features/capabilities.
• Proactively researches training content and delivery topics to provide ongoing improvements to DataServ training efforts.
• Continually evaluates client training tools and procedures in an effort to improve client and user adoption.
• Develops and maintains training materials that can be used to deliver client training.
• Coordinates and executes the Net Promoter Score (NPS) survey results follow-up with Clients. Works with the Manager, Client Support to develop NPS strategy and implement the process to obtain feedback from clients and enable DataServ to use that feedback to improve our NPS score.
• Forges a strong relationship with DataServ and its clients by facilitating communication and resolving conflicts. Acts as a backup to other team members by developing client relationships for account management and reporting on client issues.
• Coordinates the transition of the client to the Client Success Account Manager, Client Support and Digital Mailroom teams. Works with these teams to facilitate transition of the new client by following the process defined.
• Works at DataServ as a change advocate implementing strategies for effecting change, controlling change and helping clients to adapt to change.
• Works with the Initialization Success Manager to develop, implement and maintain the new client welcome packet and rapid adoption kit and deliver on the 30/60/90 day follow-up plan which enhances user adoption of the DataServ solutions.
• Through client relationship building, identifies opportunities for additional product and/or service sales to clients and reports those opportunities to the Client Success Account Managers for follow-up.
• Supports client growth through CSAM activities as needed.

Competencies

• Communication
• Technical Expertise / Knowledge
• Teamwork
• Trust / Ethical Practice
• Cultural Awareness / Values
• Relationship Management

WORK ENVIRONMENT

This job operates in a professional office environment or can operate remotely. This role routinely uses standard office equipment such as computers, printers, telephones, photocopiers, and filing cabinets. As a Software-as-a-Service (SaaS) company, employee must be technically savvy with the ability to use the computer/keyboard to conduct business.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift or move office products and supplies up to 20 pounds.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time, exempt position with days of work Monday through Friday and with hours scheduled around core hours of operation. Occasional evening and weekend work may be required as job duties demand.

This position can also be an hourly, part-time position with days of work negotiated with the Manager but hours worked should be scheduled around core hours of operation.

TRAVEL

Up to 20% travel is expected for this position. If this position is remote and outside the St. Louis area, travel is anticipated 2-4 times per year to stay in touch with team members and the Manager.

REQUIRED EDUCATION/EXPERIENCE

• Three to four years of work experience in a technical industry or in Client Success as a trainer.
• Proven experience creating technical training documentation.
• Must demonstrate the soft skills necessary to manage external client relationships.
• Ability to communicate highly complex technical concepts to clients and business users in technical and non-technical terms depending on the audience.
• Demonstrated ability to deliver on-site training and/or presentations.
• Demonstrated ability to manage multiple projects/clients simultaneously, set priorities and adapt to changing conditions.

PREFERRED EDUCATION/EXPERIENCE

• BA/BS degree preferred
• Experience working with clients preferred

ADDITIONAL QUALIFICATIONS

• Excellent internal and external verbal, written and listening communication skills.
• Ability to work independently yet support team responsibilities.
• A positive, friendly, can-do attitude.
• Ability and desire to thrive in a team-oriented, fast-paced environment.

AAP/EEO STATEMENT

DataServ is an Equal Opportunity Employer/Vet/Disabled.

Current Openings for Client Engagement Specialist Jobs at DataServ Missouri