Client Success Specialist | INE Positions

Job’s Overview:

INE is seeking a Client Success Specialist in Cary, NC. Please take a moment to read the job post below if you are interested:

Life at INE

At INE we value having an environment where employees constantly grow their skills, are encouraged and given the tools necessary to develop professionally and personally, and advance in their careers.

What we’re offering here at INE, is an environment that fosters creativity and provides members of our team an opportunity to shape the future of our company.

If change excites you, if you thrive in an organization that constantly adapts and evolves, and you jump at the opportunity to collaborate with colleagues on projects, then INE is the place for you.

We’re currently looking for a Client Success Specialist to partner with our sales and operations teams to support INE’s corporate customers and ensure the best experience possible with INE’s world class training platform. The Client Success Specialist provides key support for the B2B sales organization and functions as direct support for INE’s corporate business clients. This critical position plays a key role in managing order entry, order provisioning, driving high adoption rates and coordinating with Account Executives to ensure retention and expansion. The CSS helps to identify and implement process improvement focus areas, and collaborates across multiple departments in the organization to drive sales revenue and ensure customer satisfaction. This role is an essential participant in the overall success of INE’s business clients and will focus support on all accounts under a $10,000 yearly spend.

What You’ll Be Doing

• Own B2B Order entry, including assignment of CSM, confirming proper contract and renewal creation, processing of amendments etc. Includes identifying and fixing any issues with order entry to ensure proper reporting
• Audit PO and Sales Order Submission documents for accuracy and completion
• Perform order entry inline with established SLA with sales organization
• Work closely with sales operations to ensure proper actions achieved within salesforce, keep up-to-date on any process adjustments and document changes
• Partner with sales team members to make sure all necessary details are included within a sales order
• Coordinate with finance team to ensure contract and invoice alignment to sales orders
• Create functional SOP for all order entry related activities
• Perform B2B order provisioning which includes team account creation and renewal processing, exam voucher fulfillment as well as following up with direct client communication and account details
• Act as POC and resolution resource for all B2B support inquiries
• Work closely with ECSMs to provide support function for enterprise level accounts
• Perform adoption and health check-ins for newly onboarded accounts and help to identify at risk accounts
• Assist with creating an external knowledge base for B2B clients
• Learn and maintain in-depth knowledge of the INE content and business platforms
• Collaborate with Sales Operations, Client Success & Sales Teams to ensure fully enabled customer experience

What You’ll Need To Be Successful

• 3+ years in a Support, Customer Success, Relationship Management, or Account Management role in a SaaS environment or software company
• A 4 year Bachelor’s Degree
• Proficiency with Salesforce, CPQ & Zendesk and ability to quickly learn new systems
• Highly self motivated, organized multitasker who can quickly pivot and adjust priorities without friction
• Dedicated customer first attitude and commitment to positive client experiences
• Proven experience with troubleshooting, problem solving and developing creative solutions for customers
• Ability to build, work within, and improve structured processes
• Strong ability to independently optimally prioritize and deliver on critical needs in a timely manner
• Highly responsive, personal and professional communication skills
• Experience collaborating across many cross-functional teams (e.g. Sales, Product, Marketing)
• Forward-thinking, collaborative and team-oriented attitude with the ability to understand the big picture and challenge themselves to think outside of the box
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement

INE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, INE complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.INE expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Getting the Client Success Specialist designation comes with some responsibilities. It would be a wise idea to take a few minutes to learn more about it so you can make an informed decision.

Applicants must meet the above-mentioned requirements in order to qualify for consideration to work as a Client Success Specialist.

By clicking on the apply now button, you will be redirected to the official recruitment website where you can fill out your application.