Client Experience Specialist I

Management

Onboarding: Assist new customers in the onboarding process to get them up to speed quickly.

Account Health Checks: Regularly assess the health of customer accounts.

Training: Offer specialized training sessions, tailored to customer needs.

Analyst

Data Monitoring: Track KPIs related to customer engagement and product usage.

Trend Analysis: Identify potential issues before they become problems.

Operations

Tool Management: Administer customer success software and ensure its optimized use.

Process Improvement: Continually assess and improve internal processes.

Customer Relationship Activities

1. Understand what clients need

2. Spot opportunities by expanding contact base in each client organization

3. Coordinate drive with other product AM/AEs

4. Help address the siloed nature of the client onboarding process by being present in Sales, Implementation and BAU calls. Further explanation below.

5. Drive revenue with happy clients

6. Push for referrals and work on case studies

7. Consolidate and filter client and abstraction team feedback on the product and support development team with roadmap

Account Administration Activities

1. Maintain regular meeting and communication cadences

2. Handle simple user training when requested especially for new starters

3. Handle all user activation and deactivation requests

4. Ensure that projects are resourced correctly ensuring KPIs for abstraction turn around are met

a. Ensure that all uploads are moving through the abstraction process in a timely manner

b. Ensure that the client and abstraction team are handling any queries in a timely manner

c. Handle any preliminary escalations for abstraction queries

5. Check invoices going to clients to ensure they are being correctly billed

6. Handle any preliminary billing queries with both MRI and the client

7. Send out monthly usage reporting to ensure clients are cognisant of their package capacity

8. Share product update information

9. Send out regular surveys for client feedback and process the responses

10. Work with marketing to get NPS responses

11. Maintain contact information in SalesForce

12. Provide internal client health summaries to ensure that we are ahead of any client risks